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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.
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Review the most urgent contact center objectives, uncover the ripest opportunities for technology, discuss contact center challenges & address the factors that matter most when considering new tools.
This guide identifies 10 different ways the engagement data captured and analysed from your call centre can transform your organisation's performance and results.
CallMiner’s first UK Customer Analysts Forum uncovered some brilliant ways for speech analytics to deliver a great return on investment. The day consisted of five workshops that afforded analysts...
It’s no secret that customer churn is costing businesses huge amounts. In fact, The Callminer Churn Index estimated that customer churn is costing UK businesses a whopping £25 billion a year!...
See how automatic scorecards via speech analytics can improve agent performance by giving call centres the complete picture to positively and quickly effect change in the performance of agents.
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This paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching can feed the psychology of competence to create a culture of self-evaluation and improvement.
This guide helps illuminate many of the issues to be considered when researching and selecting such an interaction analytics solution.