contact center solutions Customer Care Management Quality management 
Playvox
FEBRUARY 16, 2024
Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.
Playvox
APRIL 21, 2023
For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.
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Playvox
MARCH 5, 2024
How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? In response to these trends and preferences, contact center leaders are retooling and streamlining quality management processes, leveraging AI along the way.
DMG Consulting
DECEMBER 10, 2018
And the fact that these customized contact center solutions can be built quickly using standard development languages is a game-changer. Some of the vendors who have traditionally been “solution providers” are now starting to position their offerings as both a product and a platform.
DMG Consulting
MAY 25, 2018
Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016.
Serenova
JUNE 20, 2019
The goal of Gen Z @ Work is to offer insights into how best to recruit, retain, motivate and manage this important demographic. She offered solutions to the challenges that Gen Z-specific traits present in the contact center workplace: Challenge: Once Gen Z masters a task, they want to move on. Challenge: FOMO.
NobelBiz
MARCH 23, 2022
In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?
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