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Incentives that Work: Call Centre Helper
Learn the effectiveness of various incentive approaches to motivate the right agent behaviour including, ti...
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How Contact Center Agent Self-Assessment Improves Results
Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month. But if...
3 Ways to Improve Your Call Center Monitoring Practices [Video]
Call center monitoring is one of the most effective ways call centers can improve their customer service; it gives managers the opportunity to watch (or rather listen) to their agents in action....
CallMiner Coach: Real-Time Agent Quality Management
CallMiner Coach encourages a call center culture of real-time agent performance optimization with speech analytics insight from every call, targeted guidance and agent self-improvement.
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.
Does Average Handle Time (AHT) Really Matter?
I see a lot of chatter on my various social feeds around Average Handle Time (AHT). The major point of debate is that AHT is now a useless metric for understanding how effective you are at...
5 (More) Contact Center Employee Engagement Trends in 2019
A new year isn’t just a good time to make personal resolutions—it’s also a great opportunity for businesses to take stock of what’s working, what isn’t, and seek out solutions that get them to...
Making the Grade: Using Automatic Scorecards to Improve Agent Performance
Call Center Employee Engagement Trends of 2019 with nGuvu
Hear from CallMiner and employee engagement experts nGuvu of the 10 employee engagement trends in 2019.
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
Using Gamification to Improve Contact Center Performance
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.
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