Americollect believes in taking a new approach collection services, by being ridiculously nice. By using CallMiner Eureka to analyze data for better agent performance and sales optimization, while being sensitive to their customer's needs.
How HomeServe USA Improved Agent Performance, CX and Results with Speech Analytics
Understanding call flow, agent skill sets and customer sentiment are key metrics to assess and address in o...
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How Thomson Reuters Identifies Root Cause in Reduce Calls with Speech Analytics
Hear from Thomson Reuter's Senior Analyst, Brian Miller, how they used speech analytics to define root cause, develop a process for call center success.
Performance Management eBook
Making the Grade: Using Automatic Scorecards to Improve Agent Performance
Migrating from Manual to Automated Analytics
Eureka Coach datasheet
CCW Market Study: Performance & Metrics
Higher Ed Growth: Improving QA Efficiency, Contact Insights, Agent Performance and Compliance
State of Contact Center WFO 2018: Driving Customer Satisfaction Through Efficiency
5 Ways to Create Engaged and Empowered Agents
Risk & Compliance
Elevate the Customer Experience by Improving Agent Satisfaction and Performance
5 Secrets of Success When Migrating to Real-Time Interaction Analytics
7 Tips for Keeping Agents Happy
No matter what industry you serve, one thing is certain; call centers can’t deliver a positive customer experience without the right agents in place. Hiring the right team can make or break any...
Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre
Contact Center & Customer Experience Trends 2018
Streamlining Contact Center Processes for More Effective Use of Human Resources
Agents, teams, and contact center supervisors face an unending list of demands and expectations from customers and business owners. If you are unable to deliver on these expectations, you risk...
Real-Time Feedback Takes Agent Performance and Compliance to New Levels
Learn how AMCOL Systems improved their contact center analytics program with real-time agent feedback for improved agent performance and compliance.
20 Call Center Pros Reveal the Biggest Things Companies Overlook When It Comes to Call Center Compliance Issues