Analytics Blog Contact Center Quality management 
MiaRec
NOVEMBER 14, 2023
Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.
MiaRec
NOVEMBER 14, 2023
Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.
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NICE inContact
FEBRUARY 13, 2019
You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations.
NICE inContact
APRIL 18, 2019
Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort.
Aspect
SEPTEMBER 4, 2019
Speech analytics creates opportunities within your organization to uncover valuable insights by analyzing customer sentiment. This creates a positive impact to your bottom line, including: Reduced Quality Management Costs. Additionally, the automated quality management feature reduces stress related to monthly agent evaluations.
NICE inContact
JUNE 17, 2019
If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.
NICE inContact
JUNE 17, 2019
If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.
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