Big data Contact Center Quality management 
Aspect
AUGUST 26, 2019
Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The contact center is drowning in information but starving for knowledge. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.
Playvox
MAY 24, 2022
This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data. On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq).
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DMG Consulting
MAY 26, 2020
The greatest areas of investment in service organizations and contact centers are in AI, robotic process automation (RPA), big data and digital-oriented applications, all of which are delivered via the cloud. The idea is to make systems interoperable through easy-to-use application programming interfaces (APIs).
NICE inContact
JULY 23, 2015
If ignorance were really bliss no one would be talking about big data or business intelligence like it’s the best thing since the light bulb was invented. What is an Intelligent Contact Center? The reality is that all people and businesses alike crave intelligence at every opportunity. Single Multi-Channel Interface.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
DMG Consulting
APRIL 16, 2019
Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.
NobelBiz
AUGUST 3, 2021
What are the flaws in your contact center? In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. Team Management: how dedicated are your agents? Is your client satisfaction decreasing?
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