2003 Feedback Quality management 
DMG Consulting
NOVEMBER 13, 2018
Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback.
DMG Consulting
FEBRUARY 25, 2019
Service, quality management, and the customer journey will all see big gains. The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. Speech Analytics and AI Is a Winning Combination. By Donna Fluss. Email Address *.
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DMG Consulting
APRIL 16, 2019
million in 2003 to approximately $1.7 of capturing feedback from customers. Over the past 15 years, total WFO revenue has gone from $803.4 billion for the first half of 2018. But market growth is just a part of the story. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.)
Zoom International
NOVEMBER 7, 2018
Created at Bain & Company almost 15 years ago and popularized in a 2003 Harvard Business Review article , Net Promoter® has been adopted by two-thirds of Fortune 100 companies. The Net Promoter® program offers a simple and scientifically proven methodology to measure true customer sentiment that drives company revenue and growth.
Netomi
JANUARY 5, 2022
Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. ” By 2013, her book eBay For Dummies was one of the best sellers on the topic.
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