Welcome!

Machine Learning Authors: Yeshim Deniz, Pat Romanski, Liz McMillan, Elizabeth White, Corey Roth

News Feed Item

CXM v5 Redefines Quality Monitoring for Contact Centers

Version 5 sets the pace for modern workforce optimization tools

HOUSTON, Aug. 14, 2014 /PRNewswire/ -- With the release of version 5, CXM is re-writing the rules on contact center workforce optimization.  In the past, coaching education seminars and coaching software programs where miss-aligned.  CXM streamlines the quality monitoring process and allows contact centers to adapt to new training and coaching methodologies.  Some of the key capabilities that help facilitate this include: automated workflows, integrated eLearning, robust agent portal with testing and training tools,  email integration for notifying agents of evaluations, and integrated agents response.   

Quality Monitoring programs tend to be focused on feedback and agent scoring.  Coaching seminars teach new techniques, but frequently the software tools available are too cumbersome to allow conforming to new coaching styles.  One-on-one time with agents it typically focused on reviewing calls to provide high level coaching. However, because of time constraints, results are slow or show minimal impact.  CXM automates the agent coaching process, allowing the agents to respond to coaching questions from the evaluation itself. This creates immediate two way communication between the agents and coaches.  Desired results occur faster and the agents are less likely to fall back into old routines.  Coaching sessions can then be focused on the results of coaching and agent development.

New features in this release include: enhanced agent portal platform for agent evaluations and eLearning, email agent notifications of pending training or evaluations, agent response capability that stores the agents response with the evaluation and sends a copy by email to the evaluator, updated web user interface for a cleaner easier user experience, and enhanced call recording capabilities for Avaya, Cisco, Mitel, NEC, Nortel, Genesys, and Zeacom.

Current CXM maintenance customers on at least version 4.5 will receive the upgrade at no charge and should contact the CXM help desk online at support.4cxm.com to learn more about scheduling the upgrade.  

CXM stands for Customer Experience Management.  A little over 15 years ago, a client in the financial industry was in need of a call recording solution, but found the available systems to be difficult to use and expensive.  CXM set out to solve this customer's pain and still drive development around customer needs.  CXM has grown from a recording system to a robust quality monitoring solution. CXM still focuses on one single thing – simplicity. With a simple intuitive interface, CXM delivers results that help our clients protect their business and exceed customer expectations. For more information on CXM, call us at 1-866-400-4296 or learn more at cxmrecord.com.

SOURCE CXM

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

CloudEXPO Stories
Poor data quality and analytics drive down business value. In fact, Gartner estimated that the average financial impact of poor data quality on organizations is $9.7 million per year. But bad data is much more than a cost center. By eroding trust in information, analytics and the business decisions based on these, it is a serious impediment to digital transformation.
In an era of historic innovation fueled by unprecedented access to data and technology, the low cost and risk of entering new markets has leveled the playing field for business. Today, any ambitious innovator can easily introduce a new application or product that can reinvent business models and transform the client experience. In their Day 2 Keynote at 19th Cloud Expo, Mercer Rowe, IBM Vice President of Strategic Alliances, and Raejeanne Skillern, Intel Vice President of Data Center Group and GM, discussed how clients in this new era of innovation can apply data, technology, plus human ingenuity to springboard to advance new business value and opportunities.
With more than 30 Kubernetes solutions in the marketplace, it's tempting to think Kubernetes and the vendor ecosystem has solved the problem of operationalizing containers at scale or of automatically managing the elasticity of the underlying infrastructure that these solutions need to be truly scalable. Far from it. There are at least six major pain points that companies experience when they try to deploy and run Kubernetes in their complex environments. In this presentation, the speaker will detail these pain points and explain how cloud can address them.
Discussions of cloud computing have evolved in recent years from a focus on specific types of cloud, to a world of hybrid cloud, and to a world dominated by the APIs that make today's multi-cloud environments and hybrid clouds possible. In this Power Panel at 17th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists addressed the importance of customers being able to use the specific technologies they need, through environments and ecosystems that expose their APIs to make true change and transformation possible.
The current age of digital transformation means that IT organizations must adapt their toolset to cover all digital experiences, beyond just the end users’. Today’s businesses can no longer focus solely on the digital interactions they manage with employees or customers; they must now contend with non-traditional factors. Whether it's the power of brand to make or break a company, the need to monitor across all locations 24/7, or the ability to proactively resolve issues, companies must adapt to the new world.