Enghouse Interactive
APRIL 28, 2019
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? In summary: Call Recording + Quality Management = Cost Savings. Zion Market Research 2016.
Contact Center Pipeline
SEPTEMBER 6, 2016
Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more.
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DMG Consulting
JUNE 7, 2017
Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2016. increase in the QA sector.
DMG Consulting
NOVEMBER 1, 2017
Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017.
DMG Consulting
MAY 25, 2018
Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. million in 2016 to$1,655.3 Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. million in 2017.
DMG Consulting
MARCH 1, 2019
The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature. ANALYTICS, AI, AND RPA. And combining IA with customer journey analytics (CJA) leads to even deeper insights for the enterprise.
Beyond Philosophy
NOVEMBER 8, 2017
Maybe it’s just analytical complacency. It would seem that most managers assume satisfaction scores to be positively correlated with customer behavior, i.e. results….In Back even further, to the era of Total Quality Management. It’s a result or an outcome, rather than an emotional driver.
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