DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Outsource Consultants

JANUARY 24, 2025

Contact center quality monitoring evaluates agent performance using call recordings, KPIs, and AI analytics to improve customer service quality. This blog post explores the key components, best practices, and cutting-edge technologies that drive effective quality monitoring in contact centers. For example, a U.S.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Natalie Petouhof

MARCH 3, 2016

The announcement the launch of Total Voice of the Customer (TVOC) is the latest addition to the NICE VOC suite of solutions. TVOC leverages NICE’s Voice of the Customer solution, alongside NICE’s unique Interaction Analytics capabilities and vast experience in recording calls and making sense of that information through analytics.

Analytics 49

Analytics Surveys Enterprise Customer emotions 49

Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence gathers and interprets customer interactions across various communication channels. Let’s break this down.

Coaching 40

Coaching Contact Center Analytics Sales 40

Avaya

JUNE 18, 2018

Workforce optimization solutions play a key role in helping you transform your customer engagement initiatives, improve the productivity of customer support personnel, and comply with ever-increasing regulations. There are two types of Speech Analytics applications.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Playvox

FEBRUARY 1, 2024

To be truly meaningful, the information you gather across channels and customer interactions should consider what is behind the words, to reveal customer sentiment—the human emotion reflected in linguistic nuances and language patterns. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Best practices Surveys Feedback 93

Enghouse Interactive

APRIL 30, 2021

EI is not something that you just learn once – it needs to be constantly worked at and has to be supported by the culture of your contact centre if you are to gain consistent benefits, both internally and with customers.

Customer emotions 58

Customer emotions Analytics Employee engagement Chatbots 58

ROI CX Solutions

DECEMBER 6, 2024

Improved customer and agent experience: AI tools provide a variety of self-service options to customers, as well as providing improved efficiency, real-time coaching, and other contextualizing information to agents. In most cases, customers find that chatbots can effectively solve many of their simpler concerns.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

NobelBiz

AUGUST 3, 2021

The perks of Speech Analytics Because of the evolution of conventional systems and the application of new technologies, customer services can now analyze increasingly huge amounts of data, which has become critical for spotting optimization or transformation opportunities in near real-time. Are you focusing on the right KPIs?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Balto

JANUARY 3, 2025

Modern call monitoring encompasses much moreits about using insights to: Enhance customer loyalty by addressing pain points in real-time. Improve operational efficiency through predictive analytics and pattern recognition. Drive revenue growth by aligning service quality with sales objectives.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Beyond Philosophy

NOVEMBER 8, 2017

Maybe this is because ‘customer satisfaction’ is such a ubiquitous phrase that it’s thought to be a standard for understanding behavior and designing experiences. Maybe it’s just analytical complacency. It would seem that most managers assume satisfaction scores to be positively correlated with customer behavior, i.e. results….In

Consulting 150

Consulting Consulting B2B Metrics 150