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How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

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.

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The Role of AI in Streamlining Quality Management Processes

Playvox

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.

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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.

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2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX

DMG Consulting

Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of participants were already using AI in their servicing operations as of December 2023 (when the survey was offered). DMGs December 2024 survey results determined that 78.0% of survey participants.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Curious How Analytics Can Impact Your Quality Management?

NICE inContact

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Will analytics really help your quality management program? Consumer surveys indicate unhappy customers, but your QM evaluations don’t reflect this. appeared first on NICE inContact Blog.

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What is Quality Management Analytics?

NICE inContact

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? This means fewer – but higher quality- evaluations. The post What is Quality Management Analytics?

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.