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U.S. Contact Center Decision-Makers' Guide
Customer interaction analytics offers opportunities to gain insight, improve operational efficiency & develop agent performance. This guide helps inform your solution research and selection decisions.
10 Ways Speech Analytics Empowers the Entire Enterprise
This guide identifies 10 different ways the engagement data captured and analyzed from your call center can transform your organization’s performance and results.
25 Tips & Best Practices for Identifying the Best Call Center Services
Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing...
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.
What is CSAT? Definition, How to Measure CSAT & Tips
CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in...
Agent Performance & Contact Center Efficiency Demo
Anatomy of a Successful Call Center Agent: 25 Tips & Characteristics
There are many characteristics that successful call center agents share, some being more important than others. Additionally, there are some characteristics that will be more important based on...
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 cultivate...
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...
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.
Omnichannel Interaction Analytics