Customer Care Interactive Voice Response Quality management 
NICE inContact
JANUARY 11, 2019
The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.
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?
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Playvox
FEBRUARY 29, 2024
Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars.
Playvox
MARCH 19, 2024
The Evolution of Contact Center AI Early uses of AI and machine learning (ML) showed up in call centers years ago in intelligent routing solutions and interactive voice response (IVR) systems. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.
NICE inContact
AUGUST 6, 2019
There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. 7) Incorporating AI capabilities for self-service.
NICE inContact
AUGUST 6, 2019
There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. 7) Incorporating AI capabilities for self-service.
DMG Consulting
DECEMBER 7, 2020
Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.
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