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.
Home » CallMiner Whitepapers » How Interaction Analytics Reduces Costs, Optimizes Engagements, and Provides Rapid ROI
Error - something went wrong!
How to Achieve Continuous Improvement of your Quality Monitoring
This whitepaper will review technology tips to help you improve your Quality Assurance.
10 Ways Speech Analytics Empowers the Entire Enterprise
This guide identifies 10 different ways the engagement data captured and analyzed from your call center can transform your organization’s performance and results.
US Inner Circle Guide to Customer Interaction Analytics
This guide helps illuminate many of the issues to be considered when researching and selecting such an interaction analytics solution.
How AI Improves the Customer Experience
Real Use Cases of Engagement Analytics & Automation for Contact Center Success
U.S. Contact Center Decision-Makers' Guide
Customer interaction analytics offers opportunities to gain insight, improve operational efficiency & develop agent performance. This guide helps inform your solution research and selection decisions.
Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight
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.
Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI
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
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.
CallMiner CX Solution Pack Overview
CallMiner’s CX Solution Pack is a speech analytics industry first resource for delivering Customer Experience (CX) insight from contact center conversation behaviors.
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
Avoidable customer churn is costing US businesses $136 billion a year. Our survey shows that the call center plays a pivotal role in whether consumers stay loyal or decide to switch.
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
Guide to Contact Engagement Analytics
Download this guide to improving contact center efficiency, agent performance, and compliance.
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
In the last 12 months, 20% of consumers said they had switched property insurance companies, placing the this sector in joint second place in the CallMiner Index. Read more to find out why.
10 Best Practices You Need to Make the Most of Your Speech Analytics
Read this Whitepaper to find out the 10 Best Practices You Need to Make the Most of Your Speech Analytics.
CCW Special Report: Customer Journey Mapping