Analytics Best practices Surveys White Paper 
Callminer
FEBRUARY 5, 2020
Although the immediate concerns of agents in need of assistance and other urgent needs are readily apparent from a manager’s perspective, raw data on customer satisfaction, speed, and more can only be captured through targeted analytics. Many people answer differently in anonymous surveys than they would face to face. Automation.
Callminer
MARCH 12, 2020
Modern call centers that handle consumer payment card information should adopt the best practices the council’s official documents specify, such as following appropriate methods for ensuring PCI call recording and transcription compliance. Fair Debt Collection Practices Act (FDCPA).
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Cisco - Contact Center
FEBRUARY 21, 2020
According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. To learn more about how to create a customer-centric organization read our white paper .
Callminer
MAY 27, 2020
To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Callminer
SEPTEMBER 14, 2020
For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich. Kirk Chewning.
Eptica
FEBRUARY 6, 2019
That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.
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