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Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? 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.

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Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? 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.

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Curious How Analytics Can Impact Your Quality Management?

NICE inContact

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.

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What is Quality Management Analytics?

NICE inContact

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. appeared first on NICE inContact Blog.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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The Advantages of Analytics-Enabled Quality Management

DMG Consulting

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. Analytics-enabled QM (AQM) is the future for QM, and can solve many of these issues. AQM is an application provided by speech analytics vendors.

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Call Center Quality Management: A Comprehensive Guide to Improving Customer Satisfaction and Agent Performance

NobelBiz

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.