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Speech Analytics and AI Is a Winning Combination

DMG Consulting

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.

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It’s Time to Replace Traditional QA

DMG Consulting

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The future of this process is analytics-enabled QA (AQA). When speech analytics first entered the commercial market in 2003, it was not ready for AQA, but it is today.

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. million in 2003 to approximately $1.7

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Dennis Wakabayashi.

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Why is ZOOM an NPS® Promoter?

Zoom International

Created at Bain & Company almost 15 years ago and popularized in a 2003 Harvard Business Review article , Net Promoter® has been adopted by two-thirds of Fortune 100 companies. The Net Promoter® program offers a simple and scientifically proven methodology to measure true customer sentiment that drives company revenue and growth.