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Call Center Quality Management: A Comprehensive Guide to Improving Customer Satisfaction and Agent Performance

NobelBiz

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

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DMG Consulting Releases 2023 – 2024 Real-Time Guidance Productand Market Report

DMG Consulting

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).

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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. At the same time, AQA measures critical interaction components to evaluate agent performance and to assess their impact on the customer experience and customer effort.

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3 Tactics to Level Up Your Call Center Coaching With Speech Analytics

SharpenCX

Download Now] Use your contact center’s data to improve the customer experience today. But how can you effectively coach and improve the performance of a dispersed workforce? Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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.

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DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure 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. Where: Available at the DMG Consulting online store.

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Real-Time Guidance: Help for Agents and Customers

DMG Consulting

One area that is attracting a lot of attention and investment is real-time guidance (RTG) because of its ability to help agents and improve productivity while enhancing the customer experience. It uses this information to deliver guidance to agents (and possibly supervisors) to enable them to address customers’ issues properly.