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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

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5 Ways AI and Automation Can Improve Your QM Processes

Playvox

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. Investments in things like Speech Analytics also struggled because of the costs for licenses AND hardware. QA analyzes problems after they happen.