Coaching Consulting CRM Quality management 
DMG Consulting
SEPTEMBER 12, 2023
Especially beneficial for new hires and supporting work-at-home/hybrid staffing models, RTG expedites the agent ramp-up process by providing an “always available” coaching/ training resource. It explores product pricing and offers implementation best practices to help users realize a rapid and strong return on their investment.
Enghouse Interactive
APRIL 17, 2019
Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Good search tools allow the manager to zero in on the specific interactions requiring attention, evaluation and further agent coaching. Call Monitoring.
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DMG Consulting
MAY 8, 2023
Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.
DMG Consulting
MARCH 10, 2023
Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. After-contact wrap-up and summarization. Gamification.
CSM Magazine
OCTOBER 10, 2023
Understand that the problem is not empathy in itself but how it is coached. 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?
DMG Consulting
OCTOBER 6, 2023
The post Generative AI for the Service World appeared first on DMG Consulting. To gain an in-depth understanding of how to apply Generative AI to your operating environment, as well as which applications are ready for use, please see DMG’s newest report, Generative AI: A New Paradigm for Contact Centers and Customer Service.
DMG Consulting
NOVEMBER 30, 2023
Analytics-enabled quality management. This application monitors and evaluates all voice and digital interactions and provides a constant flow of coaching recommendations to help agents improve their performance. The post AI + IA = Great CX appeared first on DMG Consulting. After-interaction summarization.
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