CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

DMG Consulting

JULY 16, 2019

The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. Analytics-enabled QM (AQM) is the future for QM, and can solve many of these issues. AQM is an application provided by speech analytics vendors.

Quality management 69

Quality management Analytics Management Coaching 69

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

NICE inContact

APRIL 15, 2020

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes?

Quality management 62

Quality management Analytics Management Contact Center 62

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Table of Contents: What is Contact Center Management? They may focus on one particular area or team within the operation.

Best practices 52

Best practices Contact Center Management Call Center 52

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Analytics 48

Analytics Coaching Employee engagement Quality management 48

Playvox

FEBRUARY 16, 2024

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. These processes had high costs but generated low value and non-strategic insights.

Quality management 75

Quality management Contact Center Management Best practices 75

AWS Machine Learning

APRIL 30, 2024

This can make it challenging to scale quality management within the contact center. To address these issues, we launched a generative artificial intelligence (AI) call summarization feature in Amazon Transcribe Call Analytics. You can upload a call recording in Amazon S3 and start a Transcribe Call Analytics job.

Analytics 116

Analytics APIs Customer Service Entertainment 116

DMG Consulting

APRIL 16, 2019

Question: We are just getting started with speech analytics. Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. AQM can also reduce the risks associated with fraud and out-of-compliance situations.

Analytics 115

Analytics Enterprise Quality management Coaching 115

Calabrio

FEBRUARY 25, 2025

Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. Setup and Integration Complexity NICE CXone is positioned as a complete solution.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Monet Software

AUGUST 27, 2020

When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? This approach makes quality management more, well, manageable for SMBs.

Quality management 62

Quality management Call Center Management Call flow 62

The Northridge Group

APRIL 22, 2020

Traditional contact center quality programs typically include a team of experts who evaluate agent and business performance through calls, email, chat, and social media to ensure customer service excellence. Quality teams are commonly structured in a shared services function that serves as the right hand to contact center leaders.

Analytics 113

Analytics Contact Center Best practices Call Center 113

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Contact Center Enterprise Marketing 107

Calabrio

FEBRUARY 7, 2025

Workforce Management Top 5 Verint Workforce Management Competitors and Alternatives Share In todays competitive landscape, delivering exceptional customer experiences is paramount to success. Beyond the Open Platform, their portfolio also includes solutions for customer analytics, workforce optimization, and compliance.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

8x8

MARCH 17, 2019

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Speech Analytics Benefits Outside the Contact Center. “Now ” Movement Mortgage & Speech Analytics. It’s easy and simple to customize to the needs of your business.

Analytics 91

Analytics Contact Center Enterprise Quality management 91

Calabrio

OCTOBER 4, 2024

Analytics Why Manual Quality Management is Falling Behind (and what to do about it) Share The Quality Management (QM) landscape is undergoing a rapid transformation as delivering exceptional customer experiences (CX) has become a defining factor of business success.

Quality management 52

Quality management Management Analytics Contact Center 52

Aspect

SEPTEMBER 4, 2019

Speech analytics creates opportunities within your organization to uncover valuable insights by analyzing customer sentiment. This creates a positive impact to your bottom line, including: Reduced Quality Management Costs. Additionally, the automated quality management feature reduces stress related to monthly agent evaluations.

Analytics 85

Analytics Contact Center Quality management Coaching 85

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. As new customer engagement channels become popular and better speech and text analytics tools come into use, we are faced with an inexorable rising tide of available information.

Big data 102

Big data Management Journey mapping Contact Center 102

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. What is Workforce Management (WFM)? Workforce Optimization is a business strategy that joins business performance and workforce management. Let’s take a look.

Management 86

Management Gamification Quality management Schedule adherence 86

8x8

FEBRUARY 21, 2019

Likewise, you’ll want to map out your destination when using speech analytics. Speech analytics provides business intelligence by uncovering content that otherwise might not be discovered. In addition, the time to value is immediate with out-of-the box speech analytics , avoiding a lengthy and costly installation.

Analytics 85

Analytics Contact Center Metrics Quality management 85

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this.

Quality management 52

Quality management Contact Center Healthcare Management 52

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

Call Center Weekly

FEBRUARY 21, 2018

I’ve managed and created large thermometer team games, car races, horse races, etc. Imagine turning all of your agents into personal performance managers while simultaneously making their job more fun. Prior to having software solve all our needs we used to “gamify” the workplace through peer or team competition.

Gamification 180

Gamification Best practices Contact Center Metrics 180

NICE inContact

JULY 8, 2020

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

Quality management 62

Quality management Contact Center Management Best practices 62

MiaRec

DECEMBER 19, 2022

If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact center analytics software.

Contact Center 98

Contact Center Analytics Customer Service Quality management 98

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. If you manage a call center and are looking for a solution to monitor, whisper and barge on calls, you may find some confusing results when searching online…”.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Calabrio

JANUARY 17, 2025

Analytics Promoting career growth in contact centers: Unlocking potential and building futures Share Contact centers have evolved from being viewed as monotonous jobs to becoming vibrant environments filled with opportunities for career growth and meaningful work. Focus on supportive management: Regular one-on-one check-ins are vital.

Contact Center 52

Contact Center Coaching Construction Analytics 52

MiaRec

APRIL 12, 2023

Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.

Analytics 98

Analytics Contact Center Quality management Management 98