DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. When speech analytics first entered the commercial market in 2003, it was not ready for AQA, but it is today. It’s Time to Replace Traditional QA.

Analytics 76

Analytics Contact Center Quality management Construction 76

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 *.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Spearline

OCTOBER 7, 2020

Today’s users have very high expectations regarding the quality of phone calls, and there are many issues that can occur with a voice connection, including latency. Businesses depend on clear communication channels in their customer interactions and more and more are taking a truly proactive approach to audio quality management.

Customer Experience 52

Customer Experience Abandon rate Call flow Quality management 52

DMG Consulting

APRIL 16, 2019

million in 2003 to approximately $1.7 These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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.

Contact Center 40

Contact Center Banking Surveys Metrics 40