Playvox

SEPTEMBER 19, 2022

And the Forbes data cited above includes even more proof of the inherent value of customer experience. While reviewing 2-5% of interactions may help understand some issues, it leaves many companies to question what they are missing and how they can drive more insight and efficiency from their quality management process.

Quality management 80

Quality management Management Contact Center Benchmark 80

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Playvox

FEBRUARY 16, 2024

From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. When you unlock the benefits of AI in quality management, you’re able to move beyond basic process improvements to a direct, marked improvement in employee experience (EX) and ultimately CX.

Quality management 75

Quality management Contact Center Management Best practices 75

Connect

NOVEMBER 24, 2024

Some GenAI engines have also responded in unfair or discriminatory ways to customers based on biases inherent in the data sets used to train the engine, leading to reputational damage to the brand and lost business. AI-enabled workforce management (WFM) toolsets can help boost security.

Engineering 107

Engineering Quality management Cloud contact Interactive Voice Response 107

Calabrio

DECEMBER 8, 2020

You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data. That’s because of the way in which their systems process and deliver data: they collect it, batch it, and then send it. The result is “data disparity.”. Right off the bat, data is out of sync and doesn’t match.

Quality management 105

Quality management Contact Center Cloud contact Analytics 105

CCNG

JUNE 12, 2024

Speech analytics captures audio data from various customer interactions and utilizes speech recognition to convert spoken words into text transcripts. This in-depth analysis provides insights into customer satisfaction, service quality, areas for improvement, and compliance issues. How does Speech Analytics work?

Analytics 195

Analytics CCNG Quality management Call Center 195

Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.

Big data 102

Big data Management Journey mapping Contact Center 102

Beyond Philosophy

JANUARY 12, 2022

Before the Customer Experience movement, the significant wave of change with business was Customer Relationship Management (CRM), and before that, it was Total Quality Management (TQM). . Moreover, retailers can let machines do most of the grunt work by leveraging data and AB testing for different models.

CRM 348

CRM Technology Contact Center Personalization 348

Beyond Philosophy

MAY 17, 2024

However, challenges such as siloed AI implementations and focusing on rational data in quality assurance metrics hinder progress in this area. In this episode, we explore Scott’s topic and how it can help you with your Quality Assurance efforts.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

Balto

MAY 9, 2023

As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough.

Quality management 52

Quality management Contact Center Management Coaching 52

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.

Quality management 52

Quality management Call Center Management Contact Center 52

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. Contact centers are at the heart of this challenge.

Quality management 52

Quality management Management Analytics Contact Center 52

Enghouse Interactive

JUNE 9, 2021

Today’s Privacy Regulations and Data Deprecation Requirements Diminish your Data Collection and Use Options. By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.)

Contact Center 97

Contact Center Self service Chatbots CRM 97

Calabrio

FEBRUARY 14, 2025

Here are your eight top tips to help your contact center optimize cost and quality. These solutions also track agent performance, allowing managers to fine-tune processes and identify training opportunities. This data-driven approach ensures that quality standards are met while keeping expenses in check.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

AWS Machine Learning

JULY 29, 2022

To generate high-quality and performant ML models at scale, they need to do the following: Provide an easy way to access relevant data to their analytics and ML CoE. Create accountability on data providers from individual LoBs to share curated data assets that are discoverable, understandable, interoperable, and trustworthy.

Government 101

Government Banking Analytics Accountability 101

Beyond Philosophy

MAY 23, 2024

There isn’t enough data to trust the insight in traditional evaluations : If you only look at one to five percent of your transactions, you will miss things. Sample sizes that small do not empower you with data to drive improvement across the whole business. Eventually, these data sets and systems must merge for the whole organization.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This form of answering is a simple and convenient way to collect data and look for trends. What to Do with VOC Data.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this.

Quality management 52

Quality management Contact Center Healthcare Management 52

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This form of answering is a simple and convenient way to collect data and look for trends. Contact centers are big on analytics.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Calabrio

MARCH 5, 2025

By analyzing call recordings, live interactions, and other customer service data, businesses can pinpoint strengths, weaknesses, and opportunities to enhance the overall customer experience (CX). Quality monitoring data provides insights to streamline processes, improve efficiency, and reduce call handle times.

Best practices 52

Best practices Coaching Scripts Contact Center 52

MiaRec

OCTOBER 16, 2023

Since the introduction of our new generative AI-powered Auto QA and Auto Data Redaction solutions, we have often received the following question: "How out-of-the-box are they, or in other words, how difficult it is to set them up?"

Technology 105

Technology Quality management Management 105

AWS Machine Learning

DECEMBER 22, 2022

Launched at AWS re:Invent 2021, Amazon SageMaker Ground Truth Plus helps you create high-quality training datasets by removing the undifferentiated heavy lifting associated with building data labeling applications and managing the labeling workforce. Separately, all the projects used the same IAM role for accessing data.

Engineering 98

Engineering Accountability Consulting Consulting 98

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. The SoFi team required visibility into this QA data at every level of the business, from C-suite, to manager, to analyst, to agent.

Big data 72

Big data Construction Banking Coaching 72

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

AWS Machine Learning

JUNE 27, 2022

Launched at AWS re:Invent 2021, Amazon SageMaker Ground Truth Plus helps you create high-quality training datasets by removing the undifferentiated heavy lifting associated with building data labeling applications and managing the labeling workforce. Inspect labeled dataset quality. Set up a project team.

Feedback 98

Feedback Engineering Quality management Management 98

Beyond Philosophy

JANUARY 27, 2022

Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). We had a problem 20 years ago, too.

CRM 195

CRM Consulting Consulting Quality management 195

Calabrio

APRIL 24, 2025

AI-Powered, Automated Quality Management Manual quality assurance, typically covering only 1-3% of interactions, is being revolutionized by automated quality management. Predictive Analytics & Reporting AI excels at identifying patterns in historical data to forecast future events.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Calabrio

APRIL 23, 2025

By converting raw, unorganized customer interactions into structured, searchable data, Conversation Intelligence empowers deeper analysis and faster action to help contact centers listen more intelligently, act more purposefully, and improve more rapidly. Support supervisors and managers with actionable data to coach and guide teams.

Contact Center 52

Contact Center Coaching Engineering Analytics 52

Call Center Weekly

FEBRUARY 21, 2018

The best in class solutions will aggregate data systemically from literally every piece of technology involved in your operation. Gamification Technology There are a handful of tech companies that offer gamification solutions but they’re not all created equal. This will expand the number of metrics you can leverage as ways to compete.

Gamification 180

Gamification Best practices Contact Center Metrics 180

Calabrio

MARCH 31, 2025

Generative AI, or GenAI for short , represents a significant leap forward in artificial intelligence, moving beyond simple data analysis to an ability to channel analysis into creativity. Automated Quality Evaluations Ensure consistent quality at scale. Automated Quality Evaluations Ensure consistent quality at scale.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

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. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

MARCH 5, 2025

Luckily, for businesses looking to deliver for their customers, the era of guess-and-check CX improvement is overas long as you can uncover the actionable insights in all that CX data. Customer experience analytics , or CX analytics , is the practice of collecting and analyzing data related to customer interactions with a business.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. This will ensure that the platform is able to freely share data across multiple tools. Benefit: Remove silos, improve data collection and reporting. Real-time Customer Support Management.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106