Coaching Consulting Quality management Self service 
DMG Consulting
NOVEMBER 1, 2022
The first is an operating environment where agents (and hopefully other contact center employees including supervisors, quality management specialists, workforce management administrators, etc.) appeared first on DMG Consulting. When well executed, this approach is beneficial for both contact centers and their employees.
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. Gamification. Intelligent virtual assistants.
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DMG Consulting
OCTOBER 6, 2023
Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.
DMG Consulting
JANUARY 10, 2022
The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.
DMG Consulting
NOVEMBER 30, 2023
These solutions also include self-service capabilities to assist employees with internal activities such as scheduling and HR processes. Analytics-enabled quality management. The post AI + IA = Great CX appeared first on DMG Consulting.
8x8
MAY 23, 2018
But live agent interactions are becoming increasingly complex as self-service tools and general information on the web proliferate. Customer service representatives need all the support they can get. Focus on Coaching and Training. Relax Script Adherence and Encourage Internal Dialogue. We’ve all heard them.
Verint
MARCH 6, 2018
The online event—part two of this webinar series—will speak to how automation is changing the way the industry thinks about quality management, what this transformation entails and why it matters. Automated Quality Programs—Making Every Agent Your Best Agent”. Automated Quality Programs—Making Every Agent Your Best Agent”.
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