Remove contact center solutions Remove Quality management Remove Surveys
article thumbnail

The Role of AI in Streamlining Quality Management Processes

Playvox

How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? And 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support.

article thumbnail

AI in Quality Management: A Game Changer for Contact Centers

Playvox

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

New Survey Reveals Shifting Cloud Contact Center Preferences

Aspect

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.

article thumbnail

Customer Experience (CX) Platform: Your Guide to What It Is—and Which Are the Best Solutions

Calabrio

Calabrio ONE: The Best CX Management Platform for Contact Centers Calabrio ONE is a contact center workforce optimization software that unites workforce management, conversation intelligence, and AI-driven business intelligence solutions within one comprehensive suite.

article thumbnail

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start

Serenova

I invite you to stop by booth 608 to learn about Serenova’s cloud contact center solutions , including our native workforce optimization/quality management. We’ll publish the results of the survey after the show. We’ll publish the results of the survey after the show.

article thumbnail

2020 Contact Center Investment Priorities

DMG Consulting

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.

article thumbnail

Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20

Aspect

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Every year, Aspect surveys over 500 agents to understand their preferences and concerns.