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

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.

Quality management 64

Quality management Analytics Management Contact Center 64

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.

Analytics 105

Analytics Contact Center Management Quality management 105

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). .

Contact Center 96

Contact Center Analytics Consulting Consulting 96

The Northridge Group

APRIL 22, 2020

This allows them to maintain their objectivity and dedicate the resources required to consistently evaluate a statistically valid sample of interactions and continuously identify new call center monitoring standards, share best practices, evaluate trends, and prioritize action plans. Better Together. Contact us to learn more.

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

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.

Quality management 75

Quality management Contact Center Management Best practices 75

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

Calabrio

FEBRUARY 14, 2025

Here are your eight top tips to help your contact center optimize cost and quality. These solutions also track agent performance, allowing managers to fine-tune processes and identify training opportunities. Ready to optimize your cost-quality balance?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Calabrio

APRIL 23, 2025

Building on our decades of experience in helping customers evaluate and understand interactions, weve pre-packaged the most sophisticated generative AI models to automate quality management and score every aspect of every single interaction. Support supervisors and managers with actionable data to coach and guide teams.

Contact Center 52

Contact Center Coaching Engineering Analytics 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? YOY Trend Analysis. And if not, at least you know what needs work.

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Quality management Call Center Management Call flow 62

Calabrio

APRIL 24, 2025

Discover the key trends shaping the future of contact centers. Top Contact Center AI Trends & Use Cases Of course, with all this optimism comes an important question: How will AI achieve all this? Speech analytics transcribes calls, while text analytics processes digital channels. What else does the future hold?

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

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.

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Quality management Management Analytics Contact Center 52

Call Center Weekly

FEBRUARY 21, 2018

These solutions should have easy to access and fun agent portals with individual, team and enterprise dashboard to make it easy for any level of user to see performance and competition trends. Follow the leader: LinkedIn | Twitter.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Share this page on: Tweet.

Quality management 74

Quality management Analytics Technology Marketing 74

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. But to go with their analytics and sentiment analysis tools, teams need the right strategy.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Aspect

NOVEMBER 13, 2017

With the contact centre largely removing the need for a face-to-face element, really listening to the customer has consistently been a challenge for customer experience managers. For customer experience managers, the influence of speech analytics upon a self-service strategy is not to be underestimated.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Callminer

NOVEMBER 18, 2020

Steve Bufton is the Director of Contact Center Operations at Donlen (Fleet Management division of Hertz). The contact center industry is rapidly evolving – whether you’re in the fleet space like Donlen or something else – with a variety of macro trends…”. Examples include call recording, speech analytics and real-time monitoring.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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

Calabrio

MARCH 11, 2025

The evolution and future of contact center QA methods: From manual to AI-powered Historically, contact center QA methods have leveraged manual monitoring and review of individual interactions, then relied on selective sampling to extrapolate a picture of overall performance and trends. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

TechSee

APRIL 21, 2021

Cost optimizations have also cut back on floor managers circulating the room to answer questions and provide assistance. . Intelligent collaboration tools are trending in the call center to meet this need of connecting agents with their colleagues and supervisors in order to better serve their customers.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. Craig Borowski. SoftwareAdvice.

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

SharpenCX

MARCH 25, 2021

The trend we once saw as an industry outlier is here to stay. Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . What can speech analytics do for my call center?

Coaching 67

Coaching Call Center Analytics Quality management 67

Calabrio

APRIL 11, 2025

Are there common trends indicating specific skill deficiencies? Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. Ask: Where are the gaps in performance?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. Seamless Data Reporting and Revealing Trends.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

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. to identify underlying trends. Tuning/training to refine and improve system findings.

Analytics 62

Analytics Enterprise Contact Center Quality management 62

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

Calabrio

MARCH 31, 2025

More precise data-driven decision-making: More variable and valuable insights are readily extracted from customer interactions, revealing key trends, preferences, and pain points. Deeper Speech Analytics and Sentiment Analysis Go beyond basic sentiment. Automated Quality Evaluations Ensure consistent quality at scale.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

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

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. Seamless Data Reporting and Revealing Trends.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

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. These help all the associates succeed.

Quality management 52

Quality management Call Center Management Coaching 52

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. By Donna Fluss. Improvements in Speed and Accuracy.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

DMG Consulting

JUNE 8, 2021

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. What : Releases 2021 – 2022 Interaction Analytics Product and Market Report . The Report focuses on contact center and service-related uses of interaction analytics (IA). in 2022, and 10% in the next three years, 2023 – 2025.

Consulting 59

Consulting Consulting Analytics Marketing 59