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TradeGlobal Uncovers Repeat Call Drives with Interaction Analytics
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CallMiner Coach: Real-Time Agent Quality Management
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The Agent Churn Cycle: Why It Happens and How to Prevent It
Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call...
CallMiner Analyze: Actionable Insight from Customer Engagement
CallMiner Analyze, the cloud-based speech analytics solution, reveals actionable intelligence from 100% of your contact center’s customer interactions. Analyze skyrockets beyond simple transcription.
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting
Monitoring speech and digital channels for quality management (QM) can be easier if you transition to analytics-enabled quality management (AQM).
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According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even...
Your Questions on Call Center Agent Engagement Answered
Agent or employee engagement is a vital topic in call center management. Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie...
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