Analytics CRM Gamification Quality management 
NobelBiz
FEBRUARY 27, 2024
By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. 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.
DMG Consulting
MARCH 10, 2023
Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Gamification.
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DMG Consulting
MAY 8, 2023
The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX). We’re also seeing a new wave of workforce management and speech analytics vendors that are hoping to open up the market by giving companies different options.
DMG Consulting
SEPTEMBER 30, 2021
Applications that have played key roles in agent oversight are recording, real-time monitoring, quality management (QM), analytics-enabled quality management (AQM), historical and real-time speech analytics, and WFM. WFO suites have also been instrumental in helping to keep agents engaged.
CSM Magazine
MARCH 13, 2022
They also utilise more complete analytic tools. Connect your CRM application to get the best of both worlds. Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning.
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. An effective way for them to expand the use of WFO applications throughout the enterprise is to partner with ERP, CRM and HRIS suite vendors.”. When: Today, 7 June 2017.
Enghouse Interactive
FEBRUARY 9, 2021
Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Chatbots simplify and optimize issue resolution. planned, 48.4% Keep an Eye on These Three Emerging Areas.
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