Monet Software
SEPTEMBER 10, 2020
It’s no easy task, but there are ways to tap workforce engagement strategies to promote personal connection. If empathy is a goal, it needs to appear in the quality assurance process. This is an area where workforce engagement tools, and particularly quality management software, can come in handy. Loosen the Script.
Enghouse Interactive
APRIL 28, 2019
Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. The result to the bottom line?
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Enghouse Interactive
MAY 21, 2019
Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow.
AWS Machine Learning
OCTOBER 2, 2023
To facilitate the labeling and manage our workforce, we use Amazon SageMaker Ground Truth , a data labeling service that allows you to build and manage your own data labeling workflows and workforce. Use the scripts created in step one as part of the processing and training steps.
DMG Consulting
OCTOBER 6, 2023
Some of the more common applications for generative AI are: Self-service solutions – utilized in intelligent virtual agents (IVAs) and bots for system testing, identifying and building intents, composing conversation responses, sentiment detection, and more Omnichannel routing – enable behavioral, preference, data-driven, and propensity-based routing (..)
DMG Consulting
JANUARY 24, 2023
An analytics-enabled quality management module to identify, classify, and score voice- and text-based interactions based on defined quality criteria. Automating the quality management process. Redaction to remove sensitive data from a conversation to comply with regulations or to address security concerns.
Serenova
OCTOBER 24, 2019
For a brand as highly scripted as McDonald’s, you might think that type of behavior would be at the top of the “things not to do” section of its customer service training manual. Implementing a workforce optimization program that includes ongoing quality management can be a powerful tool. Here’s the whole story.
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