2021 Analytics Coaching Quality management 
Hodusoft
JUNE 17, 2021
Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions. Contact centers in which agents heavily use applications such as CRM applications should look into desktop analytics to supplement call recording.
DMG Consulting
DECEMBER 7, 2020
DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Uniphore
JULY 1, 2021
Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. “As
CSM Magazine
JANUARY 5, 2022
Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences. When is the right time to assess the quality of an interaction?
DMG Consulting
JANUARY 10, 2022
This includes the use of customer journey analytics, a relatively new concept and application to capture and provide the insights that companies need to identify the bottlenecks that disrupt the service experience. Figure 1: Workforce Optimization/Workforce Engagement Management Suite. Source: DMG Consulting, December 2021.
Enghouse Interactive
DECEMBER 5, 2018
Analyst, ContactBabel’s recent The Inner Circle Guide to Omnichannel (UK)” report indicates that even in 2021, telephone and email together are expected to account for 81.5% Real Time Speech Analytics will Evolve into an Agent Coaching Tool. In the past, speech analytics was primarily used as a bolt-on analytical engine.
Enghouse Interactive
JANUARY 13, 2021
of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. of the success group are already delivering results from their CX projects, whereas only 64.9%
Expert insights. Personalized for you.
98 
Let's personalize your content