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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.
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).
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.
CallMiner Analyze: Actionable Insight from Customer Engagement
CallMiner Analyze, the cloud-based speech analytics solution, reveals actionable intelligence from 100% of your contact center’s customer interactions. Analyze skyrockets beyond simple transcription.
Does Average Handle Time (AHT) Really Matter?
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...
How to Get the ROI from Your Contact Center with Engagement Analytics Featuring Praxidia
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...
20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
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...
Contact Center Efficiency & CX: A Delicate Balance
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...
Interaction Analytics Can Help Turn Your Call Centre Into A Predictions Centre
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...
6 Ways to Reduce Call-backs with the Right Language
A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key...
SiriusXM Customer Success Story
Contact Center Efficiency
Interaction Analytics Improves Contact Center Efficiency eBook
7 Pieces of Information You Need To Know To Improve Contact Center Operation & Customer Experience
Reduce Churn and Increase Customer Satisfaction with Speech Analytics
CCW Special Report: CX Automation
Higher Ed Growth: Improving QA Efficiency, Contact Insights, Agent Performance and Compliance