NobelBiz
FEBRUARY 25, 2025
Key Takeaways AI Transforms Call Centers: AI automates quality management, analyzing all interactions and improving service. Many call centers are still stuck using outdated quality management methods. “AI is transforming call center quality management by automating call analysis and performance scoring.
Callminer
FEBRUARY 13, 2023
In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner supports every type of quality management journey.
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Spearline
MARCH 3, 2022
Today’s enterprises face complexities in network and audio quality management requirements. Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided. It will also impact the quality and the outcome of the conversation.
Spearline
FEBRUARY 7, 2020
Any interruptions or flaws in the delivery of communications services can have a notable influence on the human-to-human conversation and quality of the voice channel. It will also impact the quality and the outcome of the conversation. Taking a systematic approach to audio quality management supports continuous CX improvement.
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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.
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.
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.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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When was the last time you took a step back and really examined the quality management (QM) in your contact center? Download this eBook and uncover how winning organizations are tapping into the right technology to improve Customer Satisfaction, NPS, and other key metrics.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Setting aside the large costs involved in high rates of employee turnover that can result from lack of employee satisfaction and engagement, the positive results of good Workforce Engagement Management include increased performance and productivity as well as enhanced customer satisfaction and loyalty. What is Workforce Engagement Management?
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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.
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