2003, Quality management and Self service

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2003

Quality management

Self service

Speech Analytics and AI Is a Winning Combination

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.

Analytics

Analytics Quality management Enterprise Virtual Agent

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

APRIL 16, 2019

million in 2003 to approximately $1.7 Self-service solutions will eliminate the need for live agents in the next 10 years (0.1). The overarching themes shared by these seven trends are productivity improvement, enhanced quality, and reduced costs, driven by AI-related functionality. billion for the first half of 2018.

Contact Center

Contact Center Interactive Voice Response Analytics Self service

Customer Contact Central

Speech Analytics and AI Is a Winning Combination

Workforce Optimization Ushers in the Real-Time Contact Center

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