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.
Establishing emotional customer connections the way only humans can, while offering AI-driven self-service solutions to solve simple problems, is key to digitally transform in the age of the customer.
Many businesses are now using large-scale analysis of customer call recordings as well as surveys to quantify the voice of the customer. In this guide you’ll learn the state of the art for doing so.
Read what Frost & Sullivan has to say about the state of the contact centre technology marketplace, and specifically their assessment of CallMiner’s Eureka platform
See how speech analytics can uniquely empower customer experience initiatives!
This first-of-its-kind assessment methodology enables you to quantify the maturity of your speech analytics programs and define steps to accelerate implementation, adoption and results.
This invaluable guide provides best practices for implementation and execution of CX enhancement activities and includes CX statistics by company size, industry & more.
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.
This invaluable guide provides best practices for implementation and execution of outbound contact centre activities and includes market sizing as well as other industry statistics.
Discover what drives UK utilities customers to stay loyal or switch in the new CallMiner Churn Index for Utilities. Get key findings on the role of call centres & how to avoid costly customer churn.
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.
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.
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.
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.
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.
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.
This guide identifies 10 different ways the engagement data captured and analysed from your call centre can transform your organisation's performance and results.
This guide helps illuminate many of the issues to be considered when researching and selecting such an interaction analytics solution.
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.
Interaction analytics solutions offer opportunities to gain insight, improve operational efficiency & develop agent performance. This guide helps inform your solution research and selection decisions.