Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Analytics Agent Engagement Advantages of the Cloud

The benefits of speech analytics when managing a remote workforce: Our top tips and considerations

LiveVox

The benefits of speech analytics when managing a remote workforce: Our top tips and considerations Contact centers currently managing their workforces remotely face a myriad of challenges around agent performance, quality, and compliance.

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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? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. The post What is Quality Management Analytics?

Trends in Workforce Management and Integrated Analytics

The Northridge Group

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner.

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

of analytics solutions, many decision makers may be trying to cut through. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. analytics to inform change but admit to. of executives agreed that data and analytics.

ROI from your investment in speech analytics? Absolutely!

Callminer

While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution.

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. DMG defines AQM as “an application that leverages interaction analytics, business rules and automation to identify, classify and score as much as 100% of voice and text-based interactions based on defined quality criteria.”

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? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Will analytics really help your quality management program?

Analytics and Jeopardy: Changing the game

Nuance

million in a 74-episode span, he managed to turn the game on its heels winning just $60K shy of the all-time record in only 32 appearances. Many may draw the conclusion that […] The post Analytics and Jeopardy: Changing the game appeared first on What’s next.

A Roadmap to Success with Speech Analytics

8x8

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. This is about determining your objectives in using speech analytics.

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

Analytics. analytics software provider. Are hiring managers adapting training and recruiting practices to. analytics. of analytics, companies can. only does this help managers. for managing requests, which. workforce management (WFM).

Call Center Analytics and Metrics

Monet Software

Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. For the purposes of this paper, we will define analytics this way: It is the discovery and communication of meaningful patterns in data. Analytics can take many forms.

Big Data Analytics Creates Smart Contact Centers

Ansafone

While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences.

Newest MindTouch Analytics Provide Better Performance Metrics for Knowledge Management Teams

Mindtouch

Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions.

Sales Management Powered by Data Analytics

Cincom

Sales management has always been a matter of analyzing data, analyzing human performance and deriving from those two activities a … Continue reading "Sales Management Powered by Data Analytics". Sales Management

Sales 56

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

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate.

CXNext Podcast Episode 55: How to Do Data-Driven, Analytical Management in the Digital World

bold360 Blog

In that context, how do we address the challenges of e-commerce and e-commerce management? Once there’s a complete change in the digital world and we’re not constrained by keeping inventory in a store, we’ll have to use different management tools and metrics.

How Speech Analytics and Human-Assisted Quality Monitoring Programs Work Together

The Northridge Group

These services provide the contact center management team with specific, targeted, and practical insights to drive improvements in agent performance and business processes. Advanced Analytics Customer Experience Quality MonitoringTaking Quality Programs to the Next Level.

The Analytical Leader: The Importance of Being Persuadable

CX Advantage Walker

Being an Analytical Leader I recently contributed. The post The Analytical Leader: The Importance of Being Persuadable appeared first on CX Advantage.

What is Desktop Analytics for Contact Centers?

Monet Software

Desktop analytics provides a means of analyzing how well that relationship is working, and where it could use some improvement. Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level. Analytics Blog

Study: The Health of the Contact Center

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate.

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

NICE inContact

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

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

NICE inContact

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Speech Analytics and AI Is a Winning Combination

DMG Consulting

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. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. The future of this process is analytics-enabled QM (AQM).

Product News: Saying Goodbye To Old Nicereply Analytics

Nicereply

Now, we decided to move forward and say goodbye to the old dashboard & metric overview, and embrace the new Nicereply Analytics. The one thing that changed with removing the original Analytics is a new CSAT tab called Teams and Agents.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. go off-script on its own, but analytics will highlight to the business. engagement and contact center management process.

4 Reasons You Need Speech Analytics In Your Call Center

Monet Software

Here are the four reasons your call center should be looking into speech analytics. Speech analytics allows this analysis to go deeper than ever before. By at least one estimate, call center speech analytics achieves ROI in as little as three months. Analytics Blog

5 More Benefits of Speech Analytics

Monet Software

In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. But before you take a look, here are some additional benefits of contact center analytics. The Ascent of Analytics at Call Centers.

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Jagoda Wieczorek is the HR Manager at ResumeLab.

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

ShepHyken

But customer analytics have more to tell you than scores alone. Together, these elements form the foundation of customer experience management. Customer analytics, used appropriately, can be the healing salve for a broken internal culture.

Customer Engagement Center Capabilities: Reporting and Analytics

Aspect

Data only benefits companies if it provides insights that they can grow and learn from, and that is exactly what the reporting and analytics feature of Aspect Via was created to do. The post Customer Engagement Center Capabilities: Reporting and Analytics appeared first on Aspect Blogs.

Customer Journey Analytics vs. Traditional Analytics—Know the Difference

Avaya

This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. To make customer journey analytics work, businesses must take a critical step from ideology to implementation—a move that can often feel like a leap of faith.

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? This is where CXone Interaction Analytics Pro helps you see the “forest” of possibility.

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Jagoda Wieczorek is the HR Manager at ResumeLab.

The Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center.

8x8 Launches Speech Analytics and Integration Framework

8x8

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Analytics Features.

What is Knowledge Management?

Mindtouch

This puts knowledge management square in the spotlight. Because prioritizing customer experience is one thing, but managing to deliver timely content in the various channels that comprise this customer experience is another challenge altogether. What is knowledge management?