This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching (ie coaching that is informed by accurate agent performance data) can feed the psychology of competence and create a culture of self-evaluation and improvement to enhance agent, call centre and business performance.
Home » CallMiner Contact Center Efficiency » Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre
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Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics
Learn how speech analytics helped Nationwide Credit Corp reduce excessive silence, escalation language, leg...
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