×

We'd like to learn a bit more about you before downloading this report.

First Name
Last Name
Company
Job Title
Industry
# of Agents
Do you currently have speech analytics?
Thank You!
Error - something went wrong!
   

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting

April 1, 2019

Quality management (QM) is a mission-critical function in your contact center, but prominently it has always been a manual task, even with traditional QM solutions that have provided a workflow for evaluators. Companies typically conduct only 2 – 10 evaluations per agent per month, and frequently QM is limited to only 1% to 3% of voice-only transactions because it’s simply too costly to assign more resources to this task.

 

This issue has grown as the number of total interactions and channels have increased due to the digital transformation of the contact center.

 

A great way to address digital channels and QM is to transition to analytics-enabled quality management (AQM). This is where a company uses their speech and text analytics solution to review anywhere from 10% - 100% of their interactions from all channels, and a QM specialist gets involved only when an issue requires human interpretation and analysis.

 

Read this paper from industry experts DMG Associates on how AQM will help your agent performance, customer experience and over all company bottom line results.

Previous Video
CallMiner Analyze: Actionable Insight from Customer Engagement
CallMiner Analyze: Actionable Insight from Customer Engagement

CallMiner Analyze, the cloud-based speech analytics solution, reveals actionable intelligence from 100% of ...

Next Article
4 Ways To Use Call Recordings for Better Contact Center Performance
4 Ways To Use Call Recordings for Better Contact Center Performance

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses reco...