AMCOL already had a contact center analytics solution in place, plus an advanced portal that makes it easy for supervisors and agents to share performance feedback and take action based on accurate, objective metrics. For AMCOL, the best opportunity to make additional, sustainable improvements was to compress the cycle of collecting performance metrics, analyzing them and providing actionable feedback to agents.
Other content in this Stream
Agent Performance & Contact Center Efficiency Demo
Praxidia Knowledge Services Shows What Digital Transformation Means for Airline Contact Centers
Through advanced use of speech and text analytics, Praxidia delivers managed analytics and consulting the improve ROI for its clients. Read their success with largest US airline for web chat.
Risk and Compliance Demo
Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics
Dialog Direct is a marketing services and customer experience solution provider that differentiates by the quality of experience it can deliver to its clients and their end customers. They...
4 Measurements of CX Success in the Outsourced Contact Center
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer...
Dialog Direct Customer Success Story
Customer Experience Demo
Real Time Resolutions Improves Contact Center Efficiency
See how Real Time Resolutions increased call center efficiency, decreased operational costs and improved call volumes in their contact center.
Speech Analytics Delivers Significant Sales & Process Improvements
Afni Improves CSAT, Sales and FCR with Automated Analytics
Learn how BPO Afni improved sales, higher customer satisfaction, and time savings with speech analytics, allowing managers to do more to grow the business.
How Dialog Direct Accelerates Sales Effectiveness and CX
Contact Center Efficiency
Using Interaction Analytics to Digitize & Optimize Performance
TradeGlobal Optimizes Customer Outcomes with CallMiner Eureka Customer Journey Analytics
Learn how TradeGlobal used speech analytics to deliver best-in-class service and customer experiences by continuously evaluating agent performance.
Reduce Churn and Increase Customer Satisfaction with Speech Analytics
Learn how a healthcare insurance provider used speech and engagement analytics to identify and remarket to potential “at risk” customers for improved sales and retention.
The Importance of Contact Centre Efficiency and Customer Experience as Energy Pricing Faces Scrutiny
By: Frank Sherlock, Vice President, EMEA Sales With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be...
Defenders Improves Sales Agent Performance
Using Gamification to Improve Contact Center Performance
Improve the Customer Experience with Interaction Analytics