Customer emotions Metrics Quality management 
Beyond Philosophy
OCTOBER 29, 2020
I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management. Also, include how you want to measure it.
Calabrio
APRIL 8, 2025
These customer- and agent-centric sentiment insights are used to enhance the understanding of overall contact center productivity and agent performance offered by contact center workforce optimization (WFO) tools. Sentiment Classification: Assigning a sentiment label (e.g.,
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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.
Beyond Philosophy
MAY 23, 2024
This could have been more efficient for both employees and customers, and it is likely that senior management would never have known it was happening. Another essential metric about an organization’s customer-centricity is how much and what type of training it provides its new call center employees.
Balto
NOVEMBER 28, 2023
Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.
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. But first, you have to capture that activity.
Calabrio
MARCH 5, 2025
Sentiment Analysis: Determining customer emotions and attitudes expressed in text and voice interactions. Topic Modeling: Identifying recurring themes and topics within customer conversations. Trend Identification: Spotting patterns in customer behavior and preferences. GreenPath Financial Wellness had the same issue.
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