MYQM – Ebooks

How to Better Serve Customers from Home

Quality management solutions for the new era of working from home.

With COVID-19 working from home turned into the usual way of work. With a higher risk of exposure due to tight spaces, shared equipment, and high volumes of people, contact centers went through this change swiftly. But, although the working conditions changed, contact centers see an increasing call volume during the pandemic, which means contact centers need to find ways to provide their customers with the same quality service as before.

At this e-book, we will be covering Conversational Analytics solutions, and quality management tools help call centers to monitor agent performances remotely and take necessary actions in time to ensure smooth customer experiences.

Helping Contact Centers Excel Throughout the Customer Journey

AI-powered solutions to help improve efficiency, speed and experience.

In these unprecedented times, when physical customer service points are no longer available, alternative channels are becoming more and more vital. Call centers are among the top of this list. Call centers are observing significant growth in call volumes since the pandemic. While being on the advantageous side of the pandemic, these high volumes bring a number of significant problems for contact centers.

In this e-book, we will be covering AI-powered solutions to help them improve their operational efficiency, increase their response speed, and improve the experience they provide to their customers.

Discover Hidden Treasures in Customer Interactions

Every Customer Interaction is an Opportunity.

Today consumers are more unforgiving than ever. As 67% of them give one single negative experience as the reason for churn, brands are walking on thin ice, trying to find ways to know what customers would do next. Effectively listening to customers and acting fast to close the loop on their issues are becoming more and more vital for businesses. However, the high volume of these interactions makes it impossible to review and analyze them accurately manually. Manual review can process only a fraction of interactions and is far from providing objective results. Speech Analytics may provide a solution to this vital problem.

The Conversational AI Playbook

How AI can help companies navigate through these difficult times.

Yes, these are challenging times. And yes, things are not going to be the same again. But what can we do about it, today? Conversational AI solutions might have some answers for us. When more and more of customers are calling contact centers or going online to visit websites,
conversational AI solutions can help companies effectively handle high volumes of traffic at these channels. Here is our playbook to guide you towards implementing AI-based solutions at your organization today.

The first Quality Monitoring Charter for Belgium

Experts have joined forces to draft the Quality Monitoring Charter

Last year, Karolien Fievez (Team2Lead) took the initiative to bring the different parties around the table. Frédéric Devroye (MyQM) assisted by Adeline Goemans (iKanbi) and Christophe Veyer (Wabco-Transics), gave life to the concept.

The other members of the Quality Team contributed and gave their opinion on the first version of the document. Filip Denutte (PIDPA), Kay Amys (24+, KBC Group), Bernadette Lenders (Keytrade Bank), Kieran Aerts (Keytrade Bank), Mieke Igodt (Wabco-Transics), Katrien Lenaerts (formerly Callexcell, now CEO Nacademy).

Once finalized, the text was reviewed by RGDP specialist Dirk Grondeleers and then compiled into a practical document by Hans Cleemput and Evelien Standaert of Customer Contact.