UK Whitepapers

This Stream includes all of our UK Whitepapers

  • UK CallMiner Churn Index 2020

    UK CallMiner Churn Index 2020

    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.

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  • Listening to the Contact Centre to Overcome Pandemic Challenges

    Listening to the Contact Centre to Overcome Pandemic Challenges

    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.

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  • Forrester: CallMiner Named a Leader in AI-Fueled Speech Analytics

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  • Inner Circle Guide to Cloud-Based Contact Centre Solutions

    Inner Circle Guide to Cloud-Based Contact Centre Solutions

    This report answers contact centre management’s most pressing questions around the decision to move from on-premise to cloud-based contact centre solutions.

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  • Leveraging Emotion to Improve CX & Elevate Contact Centre Performance

    Leveraging Emotion to Improve CX & Elevate Contact Centre Performance

    The key ingredient for delivering a five-star customer experience in the contact centre is leveraging emotion across customer interactions. This whitepaper will help you understand how this is done.

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  • Using Automated Scorecards to Improve Agent Performance

    Using Automated Scorecards to Improve Agent Performance

    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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  • 10 Ways Speech Analytics Empowers The Entire Enterprise - UK

    10 Ways Speech Analytics Empowers The Entire Enterprise - UK

    This guide identifies 10 different ways the engagement data captured and analysed from your call centre can transform your organisation's performance and results.

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  • UK Inner Circle Guide to Interaction Analytics

    UK Inner Circle Guide to Interaction Analytics

    This guide helps illuminate many of the issues to be considered when researching and selecting such an interaction analytics solution.

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  • Measuring Voice of the Customer Data-Driven Strategies & Tools to Unlock Voice of the Customer Insight - UK

    Measuring Voice of the Customer Data-Driven Strategies & Tools to Unlock Voice of the Customer Insight - UK

    This whitepaper discusses the importance of VoC, how to measure it with data-driven strategies, and tools to uncover value and transform CX for bottom-line impact and increased brand loyalty.

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  • UK Contact Centre Decision-Maker's Guide

    UK Contact Centre Decision-Maker's Guide

    Interaction analytics solutions offer opportunities to gain insight, improve operational efficiency & develop agent performance. This guide helps inform your solution research and selection decisions.

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  • The Inner Circle Guide to AI, Chatbots & Machine Learning UK

    The Inner Circle Guide to AI, Chatbots & Machine Learning UK

    The opportunity exists for AI to take customer contact far beyond what is feasible now due the enormous amount of structured and unstructured data available.

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  • Insurance Customer Churn: CallMiner Index UK

    Insurance Customer Churn: CallMiner Index UK

    The CallMiner Index UK reveals insurance companies are driving customers away for completely avoidable reasons - and it's costing billions. To see how other sectors compare, read the report!

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  • UK Contact Centre Vertical Markets: Financial Services

    UK Contact Centre Vertical Markets: Financial Services

    This market analysis looks at the structure, growth, technology, HR, and commercial issues found in contact centres within the UK financial services sector.

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  • UK CallMiner Index: Banking Churn

    UK CallMiner Index: Banking Churn

    Banks come 8th our of 11 sectors for highest churn rates in the CallMiner Index - down from 6th over 5 years. Read the report to find out why!

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  • UK Insurance: Contact Centre Vertical Market Report

    UK Insurance: Contact Centre Vertical Market Report

    This market analysis looks at the structure, growth, technology, HR, and commercial issues found in contact centres within the UK insurance sector.

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  • Utilities Churn: CallMiner Index UK

    Utilities Churn: CallMiner Index UK

    The CallMiner Index UK reveals utility suppliers are driving customers away for completely avoidable reasons - and it's costing billions. To see how other sectors compare, read the report!

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  • UK Retail: Contact Centre Vertical Markets Report

    UK Retail: Contact Centre Vertical Markets Report

    This market analysis looks at the structure, growth, technology, HR, and commercial issues found in contact centres within the UK retail & distribution sector.

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  • Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre

    Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre

    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.

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