NobelBiz
FEBRUARY 27, 2024
Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses.
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.
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DMG Consulting
MAY 8, 2017
DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.
Call Design
FEBRUARY 10, 2022
Solutions such as IVRs, intelligent automation, Workforce Engagement Management, and the relative ease of implementing cloud-based applications have empowered contact centres to increase efficiency despite the current climate.
DMG Consulting
DECEMBER 7, 2020
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.
Serenova
JUNE 6, 2019
For example, are advances in artificial intelligence (AI) and interactive voice response (IVR) the solution? Once the transition is made, omnichannel solutions that give agents a complete, historical view of the customer’s interactions create a positive experience for customers as well as agents. The answer is yes.
DMG Consulting
NOVEMBER 29, 2017
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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