This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching (i.e. 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.
Other Content You Might Like
Learn how today's contact centres are leveraging real-time analytics to support their remote agents and safeguard their brand through fair treatment and vulnerability management.
Learn how CallMiner Eureka can help your organisation gain insights from 100% Of work from home and customer interactions to drive improved call outcomes, increased customer loyalty and compliance.
Discover what drives UK insurance customers to stay loyal or switch in the new CallMiner Churn Index for Insurance. Get key findings on the role of call centres & how to avoid costly customer churn.
Find out more about what drives consumers to stay loyal or switch UK suppliers in the new CallMiner Churn Index. With key findings on the role of contact centres & how to avoid costly customer churn.
Nothing about first contact resolution is simple. This report will help you measure it accurately, balance it against other business metrics, and improve FCR to help you and your customer.
Discover what drives UK bank customers to stay loyal or switch in the new CallMiner Churn Index for banking. Get key findings on the role of call centres & how to avoid costly customer churn.
This study examines what contact centers are doing to maintain/improve their performance during these trying times and how a successful contact center will be defined in the months and years ahead.
This whitepaper will explore how customer experience professionals can effectively listen to customers and front line employees for CX intelligence both now and when we emerge from the pandemic.
This report answers contact centre management’s most pressing questions around the decision to move from on-premise to cloud-based contact centre solutions.
Join Double Positive to learn how this Performance Marketing organization improved agent performance, training & development using insights to enhance client outcomes and share business intelligence.
Join contact center expert Donna Fluss and CX leader Steve Chirokas as they discuss best practices to handle transitioning to, and managing, a remote contact center workforce during this pandemic.