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 » Insurance » Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre
Error - something went wrong!
Other content in this Stream
US CallMiner Index: Insurance
UK Insurance: Contact Centre Vertical Market Report
5 Values of Speech Analytics for the Insurance Industry
The insurance sector faces a growing number of challenges every year including increased regulation, commoditization, costs outweighing profits, high competition, and high customer expectations....
Insurance Customer Churn: CallMiner Index UK
Interaction Analytics Solutions for Property & Casualty Insurance Providers
UK Interactions Analytics for Insurance Companies
Reduce Churn and Increase Customer Satisfaction with Speech Analytics
Learn how a healthcare insurance provider used speech and engagement analytics to identify and remarket to potential “at risk” customers for improved sales and retention.
Four Ideas to Improve Quality Management in Your Contact Center
How US Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance eBook
What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices
Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry,...
How to Achieve Continuous Improvement of your Quality Monitoring
20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)
Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly...
Roundtable on Quality Assurance and Analytics
Hear from our roundtable of experts how to gain customer insights to more accurately measure, track and improve the quality of the customer interactions.
Guide to Creating a Customer Engagement Analytics RFP