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.
This study’s startling results tell a woeful tale about failed customer service execution and identifies key opportunities for brands to differentiate on the customer experience they deliver
This first-of-its-kind assessment methodology enables you to quantify the maturity of your speech analytics programs and define steps to accelerate implementation, adoption and results.
This invaluable guide provides best practices for implementation and execution of CX enhancement activities and includes CX statistics by company size, industry & more.
This invaluable guide provides best practices for implementation and execution of outbound contact center activities and includes market sizing as well as other industry statistics.
Uncover how brands responded to the pandemic, the impact on customer service preferences, and where brands should focus to deliver an exceptional customer experience.
Find out more about what drives consumers to stay loyal or switch US suppliers in the new CallMiner Churn Index. With key findings on the role of contact centers & how to avoid costly customer churn.
Discover what drives U.S. insurance customers to stay loyal or switch in the new CallMiner Churn Index for Insurance. Get key findings on the role of call centers & how to avoid costly customer churn.
Nothing about first contact resolution is simple. This report will help you measure it accurately, balance it against other business metrics, and improve FCR to help you and your customer.
Discover what drives US bank customers to stay loyal or switch in the new CallMiner Churn Index for banking. Get key findings on the role of call centers & how to avoid costly customer churn.
Discover what drives US utilities customers to stay loyal or switch in the new CallMiner Churn Index for utilities. Get key findings on the role of call centers & how to avoid costly customer churn.
This study examines what contact centers are doing to maintain/improve their performance during these trying times and how a successful contact center will be defined in the months and years ahead.
This whitepaper will explore how customer experience professionals can effectively listen to your customers and front line employees for CX intelligence now and when we emerge from the pandemic.
This report answers contact center management’s most pressing questions around the decision to move from on-premise to cloud-based contact center solutions.
This report provides advice to empower agents during this era of remote working.
Companies are leveraging new tools to solve larger or previously unsolvable problems. Download this whitepaper to learn how using machine learning techniques can improve every aspect of your business.
To help organizations migrate to a remote workforce during COVID-19, we have compiled a list of practical and actionable practices that can help contact centers manage through the coronavirus pandemic
The key ingredient for delivering a five-star customer experience in the contact center is leveraging emotion across customer interactions. This whitepaper will help you understand how this is done.
Review the most urgent contact center objectives, uncover the ripest opportunities for technology, discuss contact center challenges & address the factors that matter most when considering new tools.
This guide identifies 10 different ways the engagement data captured and analyzed from your call center can transform your organization’s performance and results.
This study looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US financial services sector.