article thumbnail

AI-Driven Excellence in Call Center Quality Management

Balto

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

article thumbnail

3 Key Quality Management Strategies for SMB Call Centers

Monet Software

When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? This approach makes quality management more, well, manageable for SMBs.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.

article thumbnail

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.

article thumbnail

Understanding Latency Testing

Spearline

To stay ahead of the competition, businesses depend on clear communication channels in their customer interactions, and more and more are taking a truly proactive approach to audio quality management. How can a business be proactive through understanding the customer call flow and detect variations? Latency test.

article thumbnail

Are you measuring latency on your calls?

Spearline

Increasingly, more organizations are taking a proactive approach to audio quality management. The Spearline latency test allows you to replicate the customer call flow, and quantify the amount of latency your customers’ experience. As a result, you have the power to proactively measure any delay on the call.

article thumbnail

Generative AI for the Service World

DMG Consulting

Some of the more common applications for generative AI are: Self-service solutions – utilized in intelligent virtual agents (IVAs) and bots for system testing, identifying and building intents, composing conversation responses, sentiment detection, and more Omnichannel routing – enable behavioral, preference, data-driven, and propensity-based routing (..)