Remove Customer Care Remove Feedback Remove Interactive Voice Response Remove Quality management
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Everything You Need To Know About Call Center Quality Assurance

JustCall

“The customer care representative I just spoke to was extremely helpful, patient, courteous, and knowledgeable. ” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. Self-service channel. Employee experience.

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

DMG Consulting

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

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DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

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DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting

Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities.

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DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. This revenue growth came primarily from 5 vendors: NICE, Verint, Calabrio, Aspect and Genesys. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017.

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The Future of Customer Service: AI and Human Collaboration

Playvox

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars.

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DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report

DMG Consulting

For more information, visit www.dmgconsult.com. # # #.