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 » CallMiner Whitepapers » Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre
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CallMiner CX Solution Pack Overview
How AI Improves the Customer Experience
Real Use Cases of Engagement Analytics & Automation for Contact Center Success
6 Ways Customer Engagement Analytics Can Go Beyond the Survey
CX pros sit on a data goldmine in their call center that could complete their picture of the customer journey beyond the survey, giving them the edge needed to keep customers loyal and spending more.
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting
Monitoring speech and digital channels for quality management (QM) can be easier if you transition to analytics-enabled quality management (AQM).
Utilities Churn: CallMiner Index UK
The Inner Circle Guide to AI, Chatbots & Machine Learning
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.
The CX Pro’s Guide to Speech Analytics
Read how speech analytics can uniquely empower customer experience initiatives!
US Contact Center Decision-Makers' Guide 2018
Making the Grade: Using Automatic Scorecards to Improve Agent Performance
10 Speech Analytics Needs to Know for CX Pros
Read our 10 “needs to know” to introduce CX professionals who isn’t taking advantage of the data available for better Voice of the Customer and Voice of the Employee programs.
Unsolicited Feedback Can Be Rocket Fuel for Your CX Engine
It’s time to create a complete picture of the customer experience with unsolicited feedback with speech analytics from CallMiner Eureka.
Making the Voice of the Customer Work
UK Contact Centre Decision-Maker’s Guide 2018-2019
10 Best Practices You Need to Make the Most of Your Speech Analytics
CCW Special Report: Customer Journey Mapping
US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers
Guide to Contact Engagement Analytics
Ventana Research: Putting Customer Conversations to Work
CCW Special Report: CX Automation
DMG Consulting: Enterprise Use of Speech Analytics