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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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Making the Grade: Using Automatic Scorecards to Improve Agent Performance
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
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
Voice of The Customer: Stop Just Collecting Data, Act On It!
Achieving Optimal Contact Center Efficiency & Performance with Speech Analytics
DMG Consulting: Enterprise Use of Speech Analytics
The Intelligent Contact Center
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
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.
Using Interaction Analytics to Digitize & Optimize 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