DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Driven behaviors (customer behaviors and employee performance). High attrition. Agent engagement. Where to Start.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Driven behaviors (customer behaviors and employee performance). High attrition. Agent engagement. Where to Start.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

MAY 18, 2021

Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data. Doing Contact Center Quality Assurance the Right Way. This helps create greater relevancy for different types of research.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Confirmit

JANUARY 9, 2018

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback.

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

Confirmit

JANUARY 9, 2018

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback.

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

Confirmit

MARCH 31, 2019

Employee Pulse. FastTrack for Contact Center. Voice of the Customer Voice of the Employee Market Research Factsheets. Confirmit Horizons offers unmatched capabilities within the platform and as optional modules, across this broad range of categories: Confirmit’s Configurable Business Solutions.

Text Analytics 40

Text Analytics Voice of the Employee Contact Center Voice of the Customer 40