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. Hoping for stronger quality outcomes? Analytics Agent Engagement Advantages of the Cloud

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. Hoping for stronger quality outcomes? Analytics Agent Engagement Advantages of the Cloud

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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. This means fewer – but higher quality- evaluations.

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. To acquire AQM, end users have to buy a complete speech analytics solution and then spend more to purchase the AQM package.

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.

7 Principles of Quality Management in the Contact Center

LiveVox

What you measure to define success may differ, but the need to manage quality is part of that success. Contact center leaders look to quality management and quality control software like speech analytics, call recording, and the like to […]. The post 7 Principles of Quality Management in the Contact Center appeared first on Livevox. Quality Management

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?

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

NICE inContact

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. 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.

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

NICE inContact

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. 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.

The Transformational Value of Interaction Analytics

DMG Consulting

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information.

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

Analytics. a quality experience. analytics software provider. Are hiring managers adapting training and recruiting practices to. want to provide a seamless, quality experience across all. analytics. provide a consistent, seamless, quality experience.

Interaction Analytics: What’s Driving Adoption

DMG Consulting

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employees. Interaction analytics is the only application that can provide this variety of information.

The Secret to Unlocking Service Excellence Is Data

Contact Center Pipeline

Customer Experience analytics bad data customer data customer data management customer data platform customer intelligence data quality management personalization

How to Engage Agents in Your Contact Center Quality Management Process From Start to Finish

NICE inContact

Now’s the time to step back and look at how you involve agents in your contact center quality management. Analytics Agent Engagement Call Center Best Practices Contact Center Trends & Insights

Three Steps to More Effective Quality Management

Monet Software

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management? Step Two: Close the Loop Quality management does not work as a standalone program. false. 18 pt. 18 pt. false. false. false.

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.

How to Improve Your Quality Process with Speech Analytics

LiveVox

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

Call Center Monitoring…Should you use Live Calls or Recorded Calls for Quality Management?

Expivia

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. One of the AWESOME tools that have come along to help us has been advanced speech analytics.

What is the Formula for Successful Quality Management?

Monet Software

But quality management (QM) can – and the formula is a surprisingly simple one: Call Recording + Speech Analytics = Quality Management Why are more contact centers not aware of this? Perhaps they haven’t changed their approach to quality management for more than a decade. They have not considered the impact that speech analytics, which wasn’t even widely available until recent years, can have on QM.

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).

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.

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction.

It’s Time to Replace Traditional QA

DMG Consulting

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. Again – great concept, but in too many situations the QA team was not positioned for success because they did not have access to share their insights with appropriate contact center managers or enterprise executives. The future of this process is analytics-enabled QA (AQA). It’s Time to Replace Traditional QA.

Getting Started with Real-Time Speech Analytics

DMG Consulting

Getting Started with Real-Time Speech Analytics. The objective of real-time speech analytics is to identify and notify agents of customer issues and what to do to fix them, while the caller is on the line. June 2022 By Donna Fluss.

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

DMG Consulting

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance.

Video – See What You’ve Been Hearing

Enghouse Interactive

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX).

Current Status of Speech (and Text) Analytics

DMG Consulting

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. The post Current Status of Speech (and Text) Analytics appeared first on DMG Consulting.

Full Speed Ahead with Analytics and Automation

Verint

I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest analytics and automation capabilities. Here’s some of what they’re doing: Leverage speech analytics to identify and implement innovative business improvement solutions. What happens when a premier cruise line makes business outcomes a top priority?

Cloud-Based ACDs and Dialers Come of Age

DMG Consulting

This has been the case for the past 40 years, but now the vendors are adding analytics, big data, artificial intelligence (AI) and robotic process automation (RPA) to help companies work smarter instead of harder. Of course, customers care about the security of their information, but they are not thrilled to be burdened with meeting authentication requirements, and surely do not care about the processes that agents/advisors have to follow to get a high quality-assurance score.

Delivering Better Customer Experiences (CX)

Enghouse Interactive

AI-Enabled Agent Assessment

Enghouse Interactive

While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. But unfortunately, agent supervision and quality assurance capabilities have not evolved to meet these new realities.

Empower Customers With Self-Service Blog #2

Enghouse Interactive

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Super-Agents Are Real (Blog #4)

Enghouse Interactive

Today, the biggest challenge facing global service organizations and traditional contact centers is delivering a quality of service experience in line with the expectations of the modern customer – one that keeps the customer satisfied and instills loyalty to their brand.

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. In addition, the time to value is immediate with out-of-the box speech analytics , avoiding a lengthy and costly installation. Obviously, your contact center director and quality assurance director are key to success with speech analytics.

AI – Delivers The Benefits of a Complete Picture

Enghouse Interactive

In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. The Upside?

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach?

First-Party Data is Generated by your Contact Center

Enghouse Interactive

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.)

How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

Specifically, the best results have been seen when using Conversational AI – which combines Natural Language Processing (NLP), Machine Learning (ML), and Text Analytics. Your Biggest Contact Center Challenge? Figuring Out What Customers Are Telling You. From digital natives to boomers.