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What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR
Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a...
5 Ways to Create Engaged & Empowered Call Center Agents
Hiring new call center agents is never easy. Employee or agent engagement is a measurement of their performance. Learn 5 tips to keep agents productive and your business successful.
100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, W
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to...
Agent Performance & Contact Center Efficiency Demo
How Real-Time Coaching Improves Agent Effectiveness featuring Call Centre Helper
Train contact centre agents to unlock the potential of agent-customer conversations and create positive experiences through coaching in real-time.
Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts
Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies. Whether you employ scripted language...
3 Voice and Text Analytics Questions Answered from ROI Webinar
Of all the trending acronyms that come and go in our industry, ROI (return on investment) is one that never goes out of style. In our recent webinar How to Get the ROI from Your Contact Center...
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.
How to Get the ROI from Your Contact Center with Engagement Analytics Featuring Praxidia
ROI Input Checklist for Interaction Analytics
Generate and Accelerate ROI with Interaction Analytics and Consulting Services
Top 4 Ways to Quantify Interaction Analytics ROI to Your CFO
Customer Experience Investment: Now Get ROI
Learn how to find ROI for your customer feedback and customer service programs through speech analytics.
How AQA Improves your CX and Bottom Line featuring DMG Consulting LLC
Learn how the Analytics-Enabled Quality Assurance application can cost-effectively listen to 100% of calls and identify company, product or employee trends.
Multi-Channel Interaction Analytics
CallMiner’s Eureka multichannel analytics eliminates channel boundaries to deliver insight across voice and text-based interactions.
CCW Special Report: CX Automation
Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?
We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer. Many organizations are sitting on a gold mine of...
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).
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...
Reduce Churn and Increase Customer Satisfaction with Speech Analytics