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.
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This guide identifies 10 different ways the engagement data captured and analyzed from your call center can transform your organization’s performance and results.
Customer interaction analytics offers opportunities to gain insight, improve operational efficiency & develop agent performance. This guide helps inform your solution research and selection decisions.
In this whitepaper, we’ll discuss 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.
This study identifies consumer concern around fraud, habits & channel preferences for communicating with brands & perceptions around use of artificial intelligence & speech technology to prevent fraud
Dispelling the myth that out-of-the-box text analytics tools work the same on spoken conversations as they do on written words.
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.
Monitoring speech and digital channels for quality management (QM) can be easier if you transition to analytics-enabled quality management (AQM).
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.
It’s time to create a complete picture of the customer experience with unsolicited feedback with speech analytics from CallMiner Eureka.
