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

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. Then there are the broader enterprise applications of IA: to identify new product opportunities, at-risk customers, legal risks, and the potential for fraud, just to mention a few.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

DMG Consulting

MARCH 18, 2020

DMG is not providing medical or legal advice; all medical questions should be referred to your doctor and legal issues addressed to your lawyers. Managing Contact Centers Through the COVID-19 Pandemic. This is DMG’s second column on the COVID-19 pandemic. The first one is available here.

Contact Center 100

Contact Center Legal Government Text Analytics 100

Lumoa

AUGUST 8, 2023

We should also make sure the collected data is relevant and our respondents understand how their information will be used; all while adhering to legal/ethical guidelines around demographic info collection! When conducting a survey, it’s essential to avoid any questions that could be seen as discriminatory.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83