2003 Analytics Contact Center Quality management 
DMG Consulting
FEBRUARY 25, 2019
Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. By Donna Fluss. Improvements in Speed and Accuracy.
DMG Consulting
APRIL 16, 2019
Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. million in 2003 to approximately $1.7
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DMG Consulting
NOVEMBER 13, 2018
Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. When QA was the best way (and in many cases, the only way) to gain an understanding of what was happening in the contact center, some feedback was better than nothing.
Zoom International
NOVEMBER 7, 2018
Is your goal to hit contact center metrics? In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Enable your Contact Center into improve loyalty. Your contact center is pivotal to loyalty and retention efforts.
Netomi
JANUARY 5, 2022
Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi. Leslie O’Flahavan.
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