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? This approach makes quality management more, well, manageable for SMBs.
Enghouse Interactive
APRIL 28, 2019
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. Quality Management for cost savings – how? The result to the bottom line? Lost productivity due to unengaged agents doubles these loss estimates.
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Enghouse Interactive
MAY 21, 2019
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. Quality Management for cost savings – how? Enghouse Interactive Educates – #2 in a series.
Spearline
JANUARY 21, 2021
To stay ahead of the competition, businesses depend on clear communication channels in their customer interactions, and more and more are taking a truly proactive approach to audio quality management. How can a business be proactive through understanding the customer call flow and detect variations? Latency test.
DMG Consulting
OCTOBER 6, 2023
Some of the more common applications for generative AI are: Self-service solutions – utilized in intelligent virtual agents (IVAs) and bots for system testing, identifying and building intents, composing conversation responses, sentiment detection, and more Omnichannel routing – enable behavioral, preference, data-driven, and propensity-based routing (..)
Spearline
FEBRUARY 17, 2022
Increasingly, more organizations are taking a proactive approach to audio quality management. The Spearline latency test allows you to replicate the customer call flow, and quantify the amount of latency your customers’ experience. As a result, you have the power to proactively measure any delay on the call.
NobelBiz
FEBRUARY 27, 2024
Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. One of the primary advantages of CRM integration with contact center technology is call flow management.
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