MiaRec's QA Dashboards & Analytics: Insights & Trend Analysis
MiaRec
MARCH 21, 2024
For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls.
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MiaRec
MARCH 21, 2024
For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls.
DMG Consulting
JULY 16, 2019
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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NICE inContact
APRIL 18, 2019
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.
NICE inContact
JUNE 17, 2019
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.
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NICE inContact
JUNE 17, 2019
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.
Monet Software
AUGUST 27, 2020
When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? YOY Trend Analysis. And if not, at least you know what needs work.
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. to identify underlying trends. Tuning/training to refine and improve system findings.
DMG Consulting
MAY 26, 2020
WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). .
DMG Consulting
APRIL 14, 2023
Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.
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.
Eptica
SEPTEMBER 10, 2020
Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Share this page on: Tweet.
Expivia
APRIL 1, 2021
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. These help all the associates succeed.
SharpenCX
MARCH 25, 2021
The trend we once saw as an industry outlier is here to stay. 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?
The Northridge Group
APRIL 22, 2020
This allows them to maintain their objectivity and dedicate the resources required to consistently evaluate a statistically valid sample of interactions and continuously identify new call center monitoring standards, share best practices, evaluate trends, and prioritize action plans. Better Together. Contact us to learn more.
DMG Consulting
JUNE 8, 2021
DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . The Report focuses on contact center and service-related uses of interaction analytics (IA). in 2022, and 10% in the next three years, 2023 – 2025.
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.
NICE inContact
OCTOBER 23, 2019
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. CXone Interaction Analytics Pro helps you evaluate all interactions based on topic and outcome.
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.
Enghouse Interactive
SEPTEMBER 10, 2020
Whichever category you sit within, the call recording market is evolving whether this is through legislation or new technologies that will revolutionise the quality management space. Here are just some of the key trends and influences that are coming down the line. Customer Journey analytics. Compliance challenges.
Connect
APRIL 18, 2024
Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. By Martin Cross, CTO at Connect. About ‘ Connect.
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.
TechSee
APRIL 21, 2021
Cost optimizations have also cut back on floor managers circulating the room to answer questions and provide assistance. . Intelligent collaboration tools are trending in the call center to meet this need of connecting agents with their colleagues and supervisors in order to better serve their customers.
DMG Consulting
JANUARY 2, 2018
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. Speech analytics has reached maturity after 14 years in the commercial market. THE NEXT ACT FOR SPEECH ANALYTICS.
Enghouse Interactive
JANUARY 13, 2021
Trends versus Reality – Successful Companies Show How to Lead the Way. They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.
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. Workforce Engagement Trends You’ve read the articles and seen the headlines.
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). This trend will prove to be highly beneficial for WFO/WEM vendors, as it will position their solutions to be more easily implemented in contact centers and customer service organizations.
DMG Consulting
OCTOBER 18, 2017
DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.
Enghouse Interactive
FEBRUARY 5, 2021
2020 was a year of profound change, with the pandemic turbocharging many existing trends such as remote working and the switch to digital channels. It relies on four key technology trends to underpin it: 1. Quality management systems. It has fundamentally changed how we work, especially in the customer service industry.
DMG Consulting
JANUARY 30, 2024
DMG expects to see this trend continue, particularly now that the inclusion of artificial intelligence (AI) is influencing many technology acquisitions. Sales and technology partnerships have been key to the CCaaS market’s success, a trend that DMG expects to increase.
DMG Consulting
DECEMBER 1, 2020
Analytics-enabled quality management (AQM) – After over 50 years of performing quality management (QM) the same way, which was highly people-intensive, even when supported by an application, AI-enabled interaction analytics is now able to automate and greatly improve the process.
DMG Consulting
FEBRUARY 8, 2024
These two objectives generally trend together, and their placement in the survey findings reflects organizations’ great need to control and reduce contact center costs, most of which are people-related. Interaction (speech and text) analytics (IA) is the fourth-highest technology investment category for contact centers in 2024 (28.6%).
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.
DMG Consulting
AUGUST 21, 2017
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017.
DMG Consulting
DECEMBER 7, 2020
Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.
Hodusoft
JUNE 17, 2021
GetApp is a Gartner company, which features research, insights, trends, and validated user reviews, giving buyers the tools they need to make informed decisions for their organization. . Contact centers that emphasize coaching and training should look into systems with quality management modules or standalone quality management solutions.
DMG Consulting
NOVEMBER 13, 2018
Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The future of this process is analytics-enabled QA (AQA). When speech analytics first entered the commercial market in 2003, it was not ready for AQA, but it is today. Learn more at www.dmgconsult.com.
DMG Consulting
FEBRUARY 5, 2020
Systems in which they plan to invest are: intelligent virtual assistants (IVAs), bots, robotic process automation (RPA), analytics-enabled quality management (AQM), self-service, WFM and more. This is interesting given the mega trend to improve the customer experience. Cloud-Based Contact Center Solutions. Final Thoughts.
DMG Consulting
SEPTEMBER 12, 2023
It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.
CSM Magazine
OCTOBER 10, 2023
For the third and final part of the AHT jigsaw, why not deploy analytics tools to automate after-call activities such as categorising and logging contacts, summarising call notes, sending customers confirmation emails and updating information in the CRM?
CSM Magazine
JUNE 24, 2021
Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.
DMG Consulting
JULY 5, 2020
Desktop analytics to monitor application usage. Real-time speech analytics to trigger supervisor alerts when emotionally charged verbal interactions are in progress. Historical speech analytics to identify performance trends and business opportunities. 100% real-time and historical recording of calls and screens.
CSM Magazine
JANUARY 27, 2021
DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.
CSM Magazine
APRIL 18, 2023
This is where an investment in analytics pays off for example. The beauty of analytics is that it helps seek out win-win opportunities, highlighting where to spend and where to make small changes that ultimately produce big gains in customer service. Start by uncovering the biggest hurdles to CX in your organisation.
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