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5 Employee Engagement Trends in 2019
Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher...
How to Get the ROI from Your Contact Center with Engagement Analytics Featuring Praxidia
Identify Root Cause to Reduce Calls Featuring Thomson Reuter's
CallMiner speech analytics is used by Thomson Reuters to identify what drove customers to call, understand why they called back repeatedly, and why they were transferred.
Making the Grade: Using Automatic Scorecards to Improve Agent Performance
Dialog Direct Customer Success Story
Optimizing “Coachable and Commendable Moments” Through Automated QA Analytics
Stop Avoidable Customer Churn With Great Agent Behavior
If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear...
How Interaction Analytics Reduces Costs, Optimizes Engagements, and Provides Rapid ROI
10 Tips to Improve Contact Center Agent Performance
Contact centers rely on agents to deliver a lasting customer experiences and exceptional customer service with every interaction. Without a strong frontline call center staff, you risk losing...
Keep Your Call Center At-Home Agents Engaged
Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more...
Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint
Leveraging Best Practices to Empower Your Agent Workforce
When a customer contacts your call center, they expect answers to their questions and solutions for their problems. They don’t expect to find themselves on hold for a long time or talking to an...
Deliver Performance Scores Directly to Your Agents
When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time, and first call resolution rates. The less effort required on every call...
DMG Consulting: Using Interaction Analytics to Improve the Customer Journey
Achieving Optimal Contact Center Efficiency & Performance with Speech Analytics
DMG Consulting: Enterprise Use of Speech Analytics
SiriusXM Customer Success Story
Conversations with Your Customers: Tone is Everything!
“Use your voice.” “Watch your tone.” “It’s not what you say, it’s how you say it.” Sounds like a conversation a parent has with a teenager, right? But if you want more satisfied customers, more...
How Thomson Reuters Identifies Root Cause in Reduce Calls with Speech Analytics