Remove 2023 Remove Contact Center Remove Quality management
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2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX

DMG Consulting

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI? An additional 37.1% of survey participants.

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The Role of AI in Call Center Quality Management: Transforming Performance & Efficiency

NobelBiz

Running a call center today isnt just about answering callsits about delivering fast, efficient service while keeping costs in check and staying compliant with regulations. Key Takeaways AI Transforms Call Centers: AI automates quality management, analyzing all interactions and improving service.

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AI in Quality Management: A Game Changer for Contact Centers

Playvox

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. A plethora of data are now available.

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Contact Center AI Maturity Model

MiaRec

In 2023, contact center leaders caught the Artificial Intelligence (AI) bug, realizing the many benefits that Conversational and Generative AI can bring. However, we are still far away from a future of fully AI-run contact centers.

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Customer Service Isn’t the Cost You Want to Cut

CCNG

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. Make sure you plan team meetings and use quality management software to keep them up-to-speed, motivated and involved.

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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.

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DMG Consulting Releases 2023 – 2024 Contact Center as a Service Product and Market Report

DMG Consulting

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.