2018 Analytics Coaching Quality management 
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? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.
Enghouse Interactive
DECEMBER 5, 2018
2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. Real Time Speech Analytics will Evolve into an Agent Coaching Tool. The capabilities of real time speech analytics (RTSA) technology are expanding all the time. How are they going to get the best out of it?
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DMG Consulting
APRIL 16, 2019
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. billion for the first half of 2018. ANALYTICS RECEIVES AN ENCORE.
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. 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.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
DMG Consulting
MAY 25, 2018
Contact Center Quality Assurance is Essential in All Channels. A great way to address both of these issues is to transition to analytics-enabled QA (AQA). By Donna Fluss. There’s a great TV commercial about what happens when consumers insure only 3 quarters of a car.
Avaya
JANUARY 26, 2018
The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. eLearning and coaching tools : Bring employees fully up to speed on regulatory changes and any new requirements, as well as correct any non-compliance behaviors.
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