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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The US Customer Experience Decision-Makers’ Guide 2018
CCW Special Report: Customer Journey Mapping
Reduce Churn and Increase Customer Satisfaction with Speech Analytics
State of Contact Center WFO 2018: Driving Customer Satisfaction Through Efficiency
CCW Market Study: Performance & Metrics
CCW Special Report: CX Automation
Guide to Contact Engagement Analytics
Contact Center & Customer Experience Trends 2018
10 Best Practices You Need to Make the Most of Your Speech Analytics
The Path to Building an Integrated VOC Program
Convert Voice of the Customer into Business Success
Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre
A Data-Driven Approach to Delight Customers
DMG Consulting: Using Interaction Analytics to Improve the Customer Journey
Voice of The Customer: Stop Just Collecting Data, Act On It!
Achieving Optimal Contact Center Efficiency & Performance with Speech Analytics
DMG Consulting: Enterprise Use of Speech Analytics
Aberdeen: The Intelligent Contact Center
ContactBabel: The Inner Circle Guide to Customer Interaction Analytics 2017
Maximizing the Value of Voice Conversations