×

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

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 Article
Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?
Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

We are well within the “Age of the Customer”.  The first step toward competing successfully in this era is...

Next Video
CallMiner Coach: Real-Time Agent Quality Management
CallMiner Coach: Real-Time Agent Quality Management

CallMiner Coach encourages a call center culture of real-time agent performance optimization with speech an...