NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations. appeared first on NICE inContact Blog.

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Quality management Analytics Management Coaching 55

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.

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Quality management Analytics Management Coaching 69

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort.

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Quality management Analytics Management Contact Center 64

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.

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Analytics APIs Customer Service Entertainment 122

NICE inContact

JUNE 17, 2019

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. 90% of businesses support phone, and 83% measure phone quality — great! Well, now you don’t need all the time and resources in the world, you just need Quality Management Analytics.

Quality management 54

Quality management Analytics Customer Experience Management 54

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.

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Analytics Contact Center Quality management Calibration 48

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.

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Quality management Call Center Management Call flow 62

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?

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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”!

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Analytics Coaching Employee engagement Quality management 48

LiveVox

NOVEMBER 6, 2020

What you measure to define success may differ, but the need to manage quality is part of that success. Contact center leaders look to quality management and quality control software like speech analytics, call recording, and the like to […].

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Quality management Contact Center Management Analytics 42

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.

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Contact Center Analytics Interactive Voice Response First call resolution 182

Monet Software

JULY 31, 2018

But quality management (QM) can – and the formula is a surprisingly simple one: Call Recording + Speech Analytics = Quality Management Why are more contact centers not aware of this? Perhaps they haven’t changed their approach to quality management for more than a decade. Normal.dotm.

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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

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Contact Center Analytics Interactive Voice Response First call resolution 174

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.

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Analytics Enterprise Contact Center Quality management 77

Monet Software

JULY 18, 2018

If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Sounds easy, but some contact centers still struggle with their quality management strategies. So why not make it a point to score those for quality management?

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Quality management Management Upselling Contact Center 48

MiaRec

APRIL 25, 2023

As a Five9 customer, you may want Voice Analytics and Automated Quality Management (AQM) capabilities without changing your call recording platform. Integrating with MiaRec lets you use Voice Analytics to make the most of your Five9 call recording data. Luckily, MiaRec integrates with Five9’s VoiceStream platform.

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Analytics Quality management Contact Center Management 52

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

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Analytics Contact Center Quality management Enterprise 48

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. One of the AWESOME tools that have come along to help us has been advanced speech analytics. appeared first on Expivia | USA Based Call Center.

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Quality management Call Center Management Coaching 52

MiaRec

NOVEMBER 14, 2023

Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. In this blog post, we'll explore the world of real-time and post-call analytics , providing examples and insights to help you understand when and how to leverage each for your contact center operations.

Analytics 52

Analytics Contact Center Quality management Management 52

MiaRec

NOVEMBER 14, 2023

Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. In this blog post, we'll explore the world of real-time and post-call analytics , providing examples and insights to help you understand when and how to leverage each for your contact center operations.

Analytics 52

Analytics Contact Center Quality management Management 52

DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics is the only application that can provide this range of information.

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Analytics Enterprise Contact Center Quality management 62

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.

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Quality management Contact Center Management Best practices 62

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

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Management Contact Center Enterprise Analytics 62

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.

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Analytics Contact Center Enterprise Marketing 107

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. 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. The post Interaction Analytics: What’s Driving Adoption appeared first on DMG Consulting.

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Analytics Enterprise Contact Center Quality management 48

DMG Consulting

JUNE 12, 2022

Getting Started with Real-Time Speech Analytics. Real-time speech analytics is a highly beneficial and practical artificial intelligence (AI)-based application that should be used by contact centers to “listen” to customer conversations and provide guidance to agents as they are helping callers. June 2022 By Donna Fluss.

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Analytics Contact Center Best practices Consulting 62

MiaRec

MARCH 21, 2024

For example, contact center managers would get random glimpses into what is going on by evaluating a tiny fraction (2-5%) of their calls. An organization's contact center is producing an enormous amount of data every day, but traditionally these insights have been inaccessible.

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Analytics Contact Center Management Quality management 105

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.

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Analytics Contact Center Best practices Call Center 113

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.

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Analytics Contact Center Quality management Coaching 85

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.

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Contact Center Analytics Customer Service Quality management 98

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.

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Management Gamification Quality management Schedule adherence 86

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.

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Analytics Enterprise Quality management Coaching 115

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

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Analytics Contact Center Enterprise Engineering 48