Analytics is one of the more versatile and powerful innovations that has become available to contact centers. Today interaction analytics is being used to reduce call times and raise agent productivity and increase revenues from sales and collections operations. It is also used to improve adherence to best practices, improve documentation and compliance with TCPA (Telephone Consumer Protection Act), FDCPA (Fair Debt Collection Practices Act) and other regulations, optimize the customer journey across all contact channels and touchpoints, and provide a more efficient, satisfying, targeted and optimized customer experience.
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Text & Speech Analytics: Different Models For Different Use Cases, Produced by No Jitter
Dispelling the myth that out-of-the-box text analytics tools work the same on spoken conversations as they do on written words.
How AI Improves the Customer Experience
Real Use Cases of Engagement Analytics & Automation for Contact Center Success
CallMiner CX Solution Pack Overview
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).
The CX Pro’s Guide to Speech Analytics
Read how speech analytics can uniquely empower customer experience initiatives!
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.
US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers
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 Grade: Using Automatic Scorecards to Improve Agent Performance
US Contact Center Decision-Makers' Guide 2018
Guide to Contact Engagement Analytics
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.
US CallMiner Index: Insurance
UK Contact Centre Decision-Maker’s Guide 2018-2019
10 Best Practices You Need to Make the Most of Your Speech Analytics
Utilities Churn: CallMiner Index UK
CCW Special Report: Customer Journey Mapping
Ventana Research: Putting Customer Conversations to Work
Utilities Customer Churn: CallMiner Index UK