Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. Powerful data analysis and visualization tools help analysts traverse this massive body of information to extract the most important insights.

Big data 102

Big data Management Journey mapping Contact Center 102

Playvox

MAY 24, 2022

This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data. On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq).

Big data 72

Big data Construction Banking Coaching 72

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

DMG Consulting

MAY 26, 2020

The greatest areas of investment in service organizations and contact centers are in AI, robotic process automation (RPA), big data and digital-oriented applications, all of which are delivered via the cloud. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). .

Analytics 96

Analytics Contact Center APIs Consulting 96

Advertisement

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.

Contact Center

NICE inContact

JUNE 9, 2016

This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. There is so much value in “small” quality management data. In the age of big data, insights around workflow processes and creating better documentation can be lost.

Big data 48

Big data Analytics Contact Center Surveys 48

NICE inContact

JULY 23, 2015

If ignorance were really bliss no one would be talking about big data or business intelligence like it’s the best thing since the light bulb was invented. The reality is that all people and businesses alike crave intelligence at every opportunity. Some recent additions to the arsenal include: Cross Platform Communication.

Contact Center 48

Contact Center Big data Interactive Voice Response Coaching 48