Transforming Quality Management with AI

Playvox

The need to get more from the same resources is just one of the reasons I’m so enthusiastic about our recent press announcement touting our announcement of AutoQA, an AI-based SaaS product designed to improve the efficiency of Quality Assurance (QA) efforts. Playvox Announces AutoQA.

Quality Management Should Not be Seen as a Tick Box Exercise, but Rather as a CX Value Driver

Merchants

By definition, Quality Management (QM) ensures that an organisation’s product or service is consistently managed against a standard that assures the organisation of meeting customer expectations.

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Why Sweaty Betty Doesn’t Sweat Quality Management

Playvox

The challenge of hiring and training more than 100 remote employees, as well as the operational considerations stemming from increased product demand, meant it wasn’t feasible for contact center leaders to spend hours conducting manual agent quality assessments.

Quality Management in 2019

Monet Software

A renewed focus on quality management” should be on a lot of resolution lists this year. A quality management program offers a way to take a closer look at what a contact center is doing right, and where improvement is needed. Use quality management to make sure that best practices are being maintained in every aspect of the call from the greeting to the final ‘click’. Find out more about Monet Quality. Blog Quality Management

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Calabrio ONE is a unified workforce optimization (WFO) software suite–including call recording, quality management, workforce management, voice-of-the-customer (VoC) analytics and advanced. Call Recording Quality Management Workforce.

Tactical To-Dos for Implementing Effective Quality Management Processes

LiveVox

Lasting relationships with your customers are built upon the control of the quality of goods and services you provide. An effective quality management system (QMS) ensures your standards of goods and services are upheld and delivered consistently. Quality Management

Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes?

3 Key Quality Management Strategies for SMB Call Centers

Monet Software

When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on?

Quality Management is Everyone’s Concern

Monet Software

What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large. Of course, contact center managers only have control over the agents and trainers and coaches on their workforce. What constitutes ‘quality’ when it comes to a phone call? Blog Quality Management

Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

a quality experience. Are hiring managers adapting training and recruiting practices to. want to provide a seamless, quality experience across all. provide a consistent, seamless, quality experience. quality and consistency in phone. quality assurance (QA) methods.

How Quality Management Can Empower and Engage Your Contact Center Agents

LiveVox

The post How Quality Management Can Empower and Engage Your Contact Center Agents appeared first on Livevox. Welcome to the age of agent empowerment.

What can Audio Quality Management do for Business?

Spearline

Today’s enterprises face complexities in network and audio quality management requirements. Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided.

Quality Management Basics in Today's Contact Centers

NICE inContact

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

What is Quality Management Analytics?

NICE inContact

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. This means fewer – but higher quality- evaluations.

The Health of the Contact Center: Are You Ready for 2019?

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. their managers 18 SECTION 5 HOW TO IMPACT. channels are managed in silos so agents.

Assessing Your Quality Management

Northridge Group

Quality MonitoringRecent research reveals that 81% of businesses strive for customer experience to be their competitive differentiator, yet only 22% of businesses themselves report that they are exceeding customers’ expectations.

4 Reasons Your Quality Management Stinks

Customer Centric Support

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed. Customer Service Featured QA QM Quality Management

The Advantages of Analytics-Enabled Quality Management

DMG Consulting

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. DMG defines AQM as “an application that leverages interaction analytics, business rules and automation to identify, classify and score as much as 100% of voice and text-based interactions based on defined quality criteria.”

Quality Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

5 “Musts” to Improve Your Quality Management Strategy

Monet Software

We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. You Must Be Clear On What “Quality” Means. “We We need to do a better job” is not quality management. “We For QM purposes, training means relaying your definition of quality in detail to agents, and specifying how you measure quality.

Our Journey: Quality Management and Workforce Management Are Better Together

Playvox

2021 is a watershed year for Playvox. In the past 12 months, as we approach Playvox’s 10-year anniversary, we doubled our market footprint. Our global clients significantly expanded adoption of our workforce optimization products.

Moving on from manual quality management to drive a better customer experience

LiveVox

The post Moving on from manual quality management to drive a better customer experience appeared first on Livevox. There’s no doubt that in today’s business environment customer experience is the issue of the day.

Collecting the Data That Makes a Difference in Quality Management

Monet Software

Your quality management (QM) program runs on data. If you’re not sure the policies you have in place are working, here are five tips to help you collect the best data to boost quality management. Before quality management can work, you need to be very clear on what you hope to accomplish. While almost every call can be a teaching moment, those that stand out in a positive or negative way will be the most valuable in improving quality management.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

5 Considerations for Creating a Multi-Channel Quality Management Form

Customer Service Life

If you had to choose, what would you say are the absolute most important items on your quality form? Wow, that looks like a great foundation for a quality form, doesn’t it? There’s no way we can use one single, simple quality form for all support channels, right? But then, does that mean we need separate quality forms for each channel? It sure would be nice to have a single, multi-channel quality form that works across all channels.

Three Steps to More Effective Quality Management

Monet Software

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management? Step Two: Close the Loop Quality management does not work as a standalone program. false. 18 pt. 18 pt. false. false. false.

WFO in the Contact Center: 5 Ways Quality Management Can Improve Agent Engagement

LiveVox

WFO in the contact center— what is it, how can it help managers work smarter and not harder, and what are some pointers for implementation? The post WFO in the Contact Center: 5 Ways Quality Management Can Improve Agent Engagement appeared first on Livevox.

What can Audio Quality Management do for Business?

Spearline

Today’s enterprises face a complex network of management requirements, as real-time voice and data, and asynchronous applications compete for valuable network resources. It will also impact the quality and the outcome of the conversation.

Study: The Health of the Contact Center

depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage. their managers 18 SECTION 5 HOW TO IMPACT. channels are managed in silos so agents.

Curious How Analytics Can Impact Your Quality Management?

NICE inContact

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Will analytics really help your quality management program?

3 Tips for Building an Effective Quality Management Program

8x8

This internal tug of war between contributing to the greater good of the company or ensuring job security can hurt businesses in the long-run as critical issues remain unidentified by management. This post is the first of a three-part series that will help your company improve quality management in the contact center, leading to improved customer experience and satisfaction. Contact Center Featured Training & Certification contact center training quality management

On-Demand Webinar: Top Quality Management Tools to Enhance Compliance and Accelerate WFH Performance

LiveVox

On-Demand Webinar: Top Quality Management Tools to Enhance Compliance and Accelerate WFH Performance Full Transcript Lindsay (00:51): Good morning, everyone.

Engaging agents in Quality Management Process for Optimal Success

NICE inContact

Your contact center agents feel the same way when it comes to your quality management process. In the contact center, quality management is often viewed as big brother or a necessary evil. When I was a contact center manager, I remember talking about quality management in our staff meeting and literally feeling all the eyes rolling as agents mentally tuned me out. Register for How to Engage Agent in Your Quality Process.

Contact Center Quality Management the SAFE Way

8x8

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. However, actively engaging agents in performance management sessions will help clarify root issues and will increase a sense of ownership in achieving desired outcomes.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

How to Engage Agents in Your Contact Center Quality Management Process From Start to Finish

NICE inContact

Now’s the time to step back and look at how you involve agents in your contact center quality management.

Contact Centers: Ahead of the Curve on Quality Management

Monet Software

And that’s how contact center managers might feel after reading a new market research report on quality management. The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023. Quality management ensures that an organization, product or service is consistent. To which contact center managers reply, “Yeah, we knew that.”