DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics is the only application that can provide this range of information.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. What’s not as easy is figuring out how to supersize your workforce engagement strategies. But only 23% of employees worldwide and 32% in the U.S.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

NICE inContact

JULY 8, 2020

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

Quality management 62

Quality management Contact Center Management Best practices 62

MiaRec

APRIL 12, 2023

Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.

Analytics 80

Analytics Contact Center Quality management Management 80

DMG Consulting

JUNE 12, 2022

Getting Started with Real-Time Speech Analytics. Real-time speech analytics is a highly beneficial and practical artificial intelligence (AI)-based application that should be used by contact centers to “listen” to customer conversations and provide guidance to agents as they are helping callers. June 2022 By Donna Fluss.

Analytics 62

Analytics Contact Center Best practices Consulting 62

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 98

Contact Center Analytics Marketing First call resolution 98

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.

Analytics 85

Analytics Contact Center Quality management Coaching 85

LiveVox

SEPTEMBER 29, 2021

The post How to Improve Your Quality Process with Speech Analytics appeared first on Livevox.

Analytics 52

Analytics Quality management Management 52

SharpenCX

MARCH 25, 2021

But how can you effectively coach and improve the performance of a dispersed workforce? Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

The Northridge Group

APRIL 22, 2020

This is why most internal customer service quality assurance assessments are not correlated with customer satisfaction or loyalty scores, such as NPS. Speech and text analytics solutions have dramatically transformed quality management programs and are critical tools for taking call center monitoring standards to the next level.

Analytics 82

Analytics Contact Center Best practices Call Center 82

8x8

FEBRUARY 21, 2019

Likewise, you’ll want to map out your destination when using speech analytics. Speech analytics provides business intelligence by uncovering content that otherwise might not be discovered. In addition, the time to value is immediate with out-of-the box speech analytics , avoiding a lengthy and costly installation.

Analytics 85

Analytics Contact Center Metrics Quality management 85

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. By Donna Fluss. Improvements in Speed and Accuracy.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

MiaRec

NOVEMBER 16, 2022

By measuring and maximizing the return on investment on your contact center in general and your Conversational Analytics solution specifically, you can ensure that your call center is as efficient and effective as possible, which can lead to increased sales, happier customers, and more efficient operations.

Call Center 84

Call Center Analytics Contact Center Sales 84

Callminer

FEBRUARY 21, 2018

Keep reading to find out what our pros had to say about the biggest mistakes you could be making when it comes to comparing and purchasing call center monitoring software – and how to avoid them. Any call center monitoring software is only as good as the people who know how to use it. Call centers must keep in mind…”.

call center software 210

call center software Call Center Contact Center Analytics 210

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.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

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.

Management 62

Management Enterprise Analytics Contact Center 62

NICE inContact

JANUARY 28, 2019

For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so. Tips for building a contact center quality scorecard . Make it fair. Keep it simple and easy to digest.

Call Center 54

Call Center Contact Center Quality management Analytics 54

NobelBiz

FEBRUARY 15, 2023

Your call center managers and supervisors Get reliable data from a wide range of analytics and reporting tools that give you information about the past and the present that you can change to make detailed performance reports. The post How To Set Up Excellent Call Center Calibration sessions? appeared first on NobelBiz.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Serenova

APRIL 19, 2020

Advanced Reporting & Analytics. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable. Advanced Reporting & Analytics.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

Enghouse Interactive

OCTOBER 27, 2021

Specifically, the best results have been seen when using Conversational AI – which combines Natural Language Processing (NLP), Machine Learning (ML), and Text Analytics. verbatims) within conversations, across all those communication channels.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Eptica

SEPTEMBER 10, 2020

Whether you are looking at upgrading or implementing a new call recording solution, transformations in the quality management space driven by new technologies or legislation mean that the call recording market is evolving quickly so there are plenty of exciting developments to consider.

Quality management 74

Quality management Analytics Technology Marketing 74

DMG Consulting

DECEMBER 1, 2020

The need to socially distance has driven people and organizations to be highly creative as they figured out how to make the best out of difficult situations. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

NobelBiz

AUGUST 3, 2021

The perks of Speech Analytics Because of the evolution of conventional systems and the application of new technologies, customer services can now analyze increasingly huge amounts of data, which has become critical for spotting optimization or transformation opportunities in near real-time. NPS, and CES are the most classic in this category.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Interaction analytics technology has been in the commercial market for more than 20 years and AQM for more than 12 of them.

Contact Center 48

Contact Center Virtual Agent Self service Analytics 48

MiaRec

JANUARY 5, 2023

Are you looking for a way to enforce script adherence across the board but simply lack the resources to listen to every call and score it for quality assurance ? Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be?

Scripts 78

Scripts Contact Center First call resolution Quality management 78

CSM Magazine

APRIL 25, 2023

Time and again, agents prefer to keep quiet and pretend to understand performance improvement advice or how to use new systems when they obviously do not. With the help of call recording and quality management, it’s easy for supervisors to identify quick wins and let agents know they did an excellent job.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

OCTOBER 10, 2023

Back in the contact centre, supervisors might not even care about the overall average handle time focusing instead on how to improve individual team member scores through better training or systems. For more tips on how to improve AHTs in your contact centre, visit www.calabrio.com. Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

JULY 18, 2022

What’s more, since they know how to optimize for peak performance, they can be more responsive to their customers’ needs. Besides hard skills in customer service theory and practice, they also have soft skills like excellent communication skills, analytical abilities, empathy, and emotional intelligence.

Best practices 59

Best practices Journey mapping Quality management CRM 59

Uniphore

JULY 1, 2021

Findings reveal fundamental issues with how contact centers operate today , covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

DMG Consulting

OCTOBER 6, 2023

To gain an in-depth understanding of how to apply Generative AI to your operating environment, as well as which applications are ready for use, please see DMG’s newest report, Generative AI: A New Paradigm for Contact Centers and Customer Service.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

JustCall

JANUARY 19, 2023

This is where call center quality management can help. Quality management solutions provide tools that enable you to monitor customer interactions to check what you can improve to upgrade the quality of customer service being offered to your clients. Which Tool Should I Use for Call Center Optimization?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. This way, the learning curve is more manageable and agents can celebrate their progress. #2 But QA can be so much more! Conclusion.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66