{"id":67810,"date":"2023-09-15T09:04:00","date_gmt":"2023-09-15T13:04:00","guid":{"rendered":"https:\/\/connectionsmagazine.com\/?p=67810"},"modified":"2024-02-23T06:31:09","modified_gmt":"2024-02-23T11:31:09","slug":"analytics-enabled-quality-management-aqm","status":"publish","type":"post","link":"https:\/\/connectionsmagazine.com\/article\/analytics-enabled-quality-management-aqm\/","title":{"rendered":"AQM Enhances CX and EX"},"content":{"rendered":"
All companies should strive to deliver an outstanding customer experience (CX), as it\u2019s a primary driver of customer satisfaction, retention, and relationship-building. The question is how to achieve this objective, which remains an elusive goal for most companies. And even if a company has a moment in time when they deliver a great service experience, ever-changing customer expectations require them to update their strategy again and again.<\/p>\n\n\n\n Companies need tools and processes to capture and measure the quality of the service experience they deliver to their customers continuously so they can see how they are doing on an ongoing basis. This is where analytics-enabled quality management (AQM) comes in. This solution gives contact centers an automated, timely, and cost-effective tool for monitoring and evaluating 100 percent of voice and digital interactions. <\/p>\n\n\n\n Since an AQM system uses artificial intelligence (AI) technology to conduct evaluations, its findings are more objective and useful than quality evaluations performed manually by a QM specialist or supervisor using a traditional approach.<\/p>\n\n\n\n AQM is an application (and process) that leverages interaction analytics technology along with business rules and automation to identify, classify, and score voice- and text-based conversations between agents and customers based on defined quality criteria. An AQM solution can be a module of an interaction analytics (IA) suite or a stand-alone best-of-breed application. See Figure 1.<\/p>\n\n\n\n Figure 1: Analytics-Enabled Quality Management<\/a><\/p>\n\n\n\n
By Donna Fluss<\/strong><\/p>\n\n\n\n