CSM Magazine

JANUARY 5, 2022

This theme will continue as we head into 2022 as contact centers brace for more disruption fueled by the ongoing COVID-19 pandemic, which has already pushed so much of what we do online. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

DMG Consulting

JUNE 8, 2021

DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. The post Current Status of Speech (and Text) Analytics appeared first on DMG Consulting. Analytics-enabled QM has been talked about for at least 12 years and has been available to some degree for 10 of them.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022. Key Market Regulatory Requirements. without issues….without

Quality management 40

Quality management Management Best practices Coaching 40

COPC

SEPTEMBER 30, 2022

26, 2022—  COPC Inc. RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. The innovative technology aligns quality results with the customer experience and key business metrics. WINTER PARK, Fla., As a leader in the contact center industry, COPC Inc. About COPC Inc.

Calibration 62

Calibration Best practices Benchmark Quality management 62

DMG Consulting

SEPTEMBER 29, 2022

September, 2022 By Donna Fluss. Additionally, companies use traditional quality management (QM) solutions to determine if agents properly handle customer inquiries. The post How Artificial Intelligence Is Transforming CX appeared first on DMG Consulting. How Artificial Intelligence Is Transforming CX.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

AWS Machine Learning

DECEMBER 22, 2022

You don’t even need deep ML expertise or knowledge of workflow design and quality management to use Ground Truth Plus. The Request project page is your opportunity to provide details that will help us schedule an initial consultation call and set up your project. An IAM user with access to create IAM roles.

Engineering 98

Engineering Accountability Consulting Consulting 98

DMG Consulting

JUNE 12, 2022

June 2022 By Donna Fluss. Once the sponsor is on board, a project team, including contact center leaders, supervisors, agents, quality management specialists and trainers, should be created to oversee the initiative. The post Getting Started with Real-Time Speech Analytics appeared first on DMG Consulting.

Analytics 62

Analytics Contact Center Best practices Consulting 62

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. The post CCaaS Market Drivers and Inhibitors appeared first on DMG Consulting.

Marketing 48

Marketing Contact Center Virtual Agent Self service 48

COPC

AUGUST 16, 2022

A quality form that captures what matters most to your customers brings you closer to aligning QA scores and CSAT results. TURN YOUR QUALITY ASSURANCE PROGRAM INTO A TRUSTED SOURCE FOR CUSTOMER INSIGHTS WITH COPC® BEST PRACTICES FOR QUALITY MANAGEMENT TRAINING. Measure Three Quality Metrics vs. One Overall Score.

Calibration 76

Calibration Metrics Benchmark Surveys 76

DMG Consulting

AUGUST 26, 2024

This applies to historical and real-time conversation analytics as well as related applications built on its technology, including transcription, analytics-enabled quality management (AQM), real-time guidance (RTG), next best action, real-time coaching, automated post-interaction summarization, and more.

Analytics 48

Analytics Contact Center Quality management Calibration 48

DMG Consulting

DECEMBER 2, 2022

DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations. Real-Time Guidance: Help for Agents and Customers.

Coaching 48

Coaching Average Handle Time Contact Center Analytics 48

DMG Consulting

SEPTEMBER 20, 2021

The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists. workforce management administrators, business analysts, and reporting specialists—can generally work as productively from their homes.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

DMG Consulting

JANUARY 30, 2024

DMG Consulting estimates that CCaaS accounted for 28.9 percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7 The post Thanks to AI, the CCaaS Sector Comes on Strong appeared first on DMG Consulting. percent by the end of calendar year 2023.

Contact Center 48

Contact Center CRM Enterprise Self service 48

DMG Consulting

OCTOBER 10, 2022

October, 2022 By Donna Fluss. A fifth use of IA, which is also picking up momentum, is to perform analytics-enabled quality management (AQM). The post Outlook for Interaction Analytics appeared first on DMG Consulting. Outlook for Interaction Analytics.

Analytics 48

Analytics Contact Center Enterprise Engineering 48

DMG Consulting

MAY 6, 2022

May 2, 2022 By Donna Fluss. But this is just the beginning, as DMG Consulting expects contact center functionality to become a standard productivity tool, akin to Microsoft Word, Excel and PowerPoint, for a growing percentage of enterprise workers in the next 10 years. The Cloud Contact Center Land Grab Is On.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

NobelBiz

MARCH 23, 2022

You are aware that technology will be critical in 2022 and beyond for the industry. Jason Cutter, CEO of Cutter Consulting Group. From speech analytics to quality assurance and quality management (QA/QM) and gamification, it all comes down to compatibility and the correct fit for the firm.

contact center solutions 52

contact center solutions Contact Center voip call center software 52