DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. To date, most companies apply IA primarily in their contact centers, as this is the source of the recordings and digital transactions that these solutions analyze. Product Innovation.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Lumoa

FEBRUARY 7, 2023

In This Article: What is the Voice of the Customer (VoC)? How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? Here are just a few examples of data that could be included in VoC.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

DMG Consulting

APRIL 16, 2019

Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

MARCH 12, 2018

Question: Our contact center only has 25 agents, what workforce optimization applications should we use? WFO suites are highly beneficial for contact centers in small to mid-size businesses (SMBs) because they provide a fully integrated and unified set of applications for managing and optimizing the operating environment.

Contact Center 48

Contact Center Text Analytics VOC Social Media 48

DMG Consulting

OCTOBER 16, 2018

Answer: Contact centers have a wealth of data that provides insight into customer satisfaction and can be used to augment enterprise feedback management (EFM)/surveying results. Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

DMG Consulting

NOVEMBER 30, 2023

When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

AI 48

AI CX Contact Center Artificial Intelligence 48