Supporting your customers is a costly endeavor. The key to reducing costs and improving overall efficiency, is understanding how customers are interacting with your contact center. Speech analytics can reveal opportunities to streamline processes, eliminate unnecessary steps, and more effectively schedule and allocate the human resources.
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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...
Find Out Why Customers Engage Through the Science of Conversation
Call center agents interact with more customers daily than any other department of your company – and these conversations tend to be what makes or breaks the customer’s perception of the brand....
5 Ways to Create Engaged & Empowered Call Centre Agents
Hiring new call centre 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.
How AI Improves the Customer Experience
Real Use Cases of Engagement Analytics & Automation for Contact Center Success
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.
The Agent Churn Cycle: Why It Happens and How to Prevent It
Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call...
4 Ways To Use Call Recordings for Better Contact Center Performance
According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even...
Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights
The Voice of the Customer (VoC) represents your customers’ perceptions, needs, and requirements. Used as a research method to identify market opportunities, gauge customer sentiment, and gain...
Why Your Contact Center Conversations Are A CX Goldmine! Hosted by CXPA
Pull back the curtain from the contact center and shine as spotlight to uncover the key drivers of customer experience from every conversation being captured already!
CallMiner Customer Success Directors
BIA and BIA+ Certification
As part of CallMiner’s commitment to accelerating return on investment for our customers, we offer advanced training to develop power users for your engagement analytics program.
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).
5 Mistakes to Avoid to Create a Full Picture of the Customer Journey
The truth is that if you are tasked in your business to measure the customer experience based on interactions on a single channel, you will only get a one-dimensional view of the customer...
Praxidia Knowledge Services Shows What Digital Transformation Means for Airline Contact Centers
Through advanced use of speech and text analytics, Praxidia delivers managed analytics and consulting the improve ROI for its clients. Read their success with largest US airline for web chat.
Text and Speech Analytics Are Not Created Equal
VP of AI Rick Britt and Data Scientist Kristen Stallings discuss how speech analytics platforms are trained on data derived from conversation and tuned for the unstructured nature of speech.
CallMiner Visualize: Powered by Tableau®
CallMiner Visualize powered by Tableau® brings your speech analytics data story to life. Customize and compare graphical data to reveal insight to enable change.
3 Potential Pitfalls of DIY Speech Analytics
More and more organizations are looking to build in-house data science or AI teams to use emerging technology and techniques to harness the power of their data. With the growth of these internal...
Your Questions on Call Center Agent Engagement Answered
Agent or employee engagement is a vital topic in call center management. Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie...
6 Ways Customer Engagement Analytics Can Go Beyond the Survey
CX pros sit on a data goldmine in their call center that could complete their picture of the customer journey beyond the survey, giving them the edge needed to keep customers loyal and spending more.
How AQA Improves your CX and Bottom Line featuring DMG Consulting LLC