Archive | Analytics-Enabled QA

The Advantages of Analytics-Enabled Quality Management

By DMG Consulting on July 16, 2019 in Analytics-Enabled QA, Newsletter, Speech Analytics, Technology

The Advantages of Analytics-Enabled Quality Management For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the [...]

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

Speech Analytics and AI Is a Winning Combination

By DMG Consulting on February 25, 2019 in Analytics-Enabled QA, Artificial Intelligence, Customer Journey, Posts, Surveying, Technology

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

By DMG Consulting on January 2, 2018 in Analytics-Enabled QA, Artificial Intelligence, DMG in the News, Posts, Quality Management/Liability Recording, Speech Analytics, Technology

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Archive | Analytics-Enabled QA

The Advantages of Analytics-Enabled Quality Management

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

Speech Analytics and AI Is a Winning Combination

Scouting Report: Speech Analytics Enters Its Next Act — Maturity