Congratulations, your company has deployed (or is considering deploying) automated interaction analytics to help improve agent performance, compliance and optimal contact outcomes. Now, how do your analysts uncover your most pressing business challenges, convert them into actionable insights, implement improvements and prepare reports to support your business objectives?
Other content in this Stream
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...
Monitoring speech and digital channels for quality management (QM) can be easier if you transition to analytics-enabled quality management (AQM).
2:18CallMiner 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.
2:28CallMiner Analyze, the cloud-based speech analytics solution, reveals actionable intelligence from 100% of your contact center’s customer interactions. Analyze skyrockets beyond simple transcription.
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...
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...
From essentials like average handle time to broader metrics such as call center service levels, there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all...
It is no secret that delivering a positive and enjoyable customer experience is crucial these days. In fact, experts predict that customer experience will become the sole differentiator that...
Technology developments move so quickly that it’s easy to miss out on improvements that could make a real difference to business performance. Artificial Intelligence (AI) and Machine Learning...
