contact center solutions Quality management Scripts 
Calabrio
APRIL 24, 2025
Customer Experience Contact Center AI How Automated Quality Management is Revolutionizing Agent & Customer Experience Jump ahead What is Automated Quality Management? Businesses need a smarter, faster, and more comprehensive way to ensure quality and drive rapid improvement.
Calabrio
FEBRUARY 25, 2025
Here are some of the things theyve had to say: The support staff has been less than stellar The training provided to support the back end such as script building and maintenance wasn’t sufficient. Talkdesk Talkdesk a leading cloud-based contact center solution that also integrates with Calabrio ONE, includes its own WFM capabilities.
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Enghouse Interactive
JULY 29, 2021
And it may be no more than an innocent, off-script comment that causes the issue. Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”? As a normal order of business, most contact center calls, whether inbound or outbound (via proactive dialer or manually dialed), should now be recorded.
Enghouse Interactive
OCTOBER 13, 2020
Enghouse’s experience has shown that by leveraging semantic analysis, and industry-specific linguistics, terminologies, phraseologies and other proprietary algorithms and processing, NLP can better identify what the customer is experiencing and then, it can propose a possible solution from a specific set of options.
Hodusoft
FEBRUARY 14, 2020
There is little to dislike about Avaya contact center software Users have uniformly expressed satisfaction about overall performance and ease of use but customer service does not get them brownie points. Genesys PureCloud is another of the top of the line contact center solutions that global call centers have adopted in large numbers.
Enghouse Interactive
OCTOBER 21, 2020
But if that data is captured, the AI tools will have analyzed their inquiry, and will be able to provide the agent with everything required to quickly resolve the customer’s issue, from detailed scripting, relevant support information, and access to internal subject matter experts if necessary.
Playvox
FEBRUARY 1, 2024
Detailed insights from analysis of customer sentiment often reveal areas where small changes can have a big impact on customer experience—agent training, call scripts, or agent reward structures, for example. When you carefully listen to what your customers are saying—and act on it—you’ll quickly see meaningful results.
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