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How Centricity Used Customer and Agent Analytics to Fuel Better Service

SharpenCX

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. They keep employees engaged and productive . They couldn’t have in-person coaching conversations. Centricity’s leadership team uses agent and customer analytics to make better decisions.

Analytics 128
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7 Speech Analytics Mistakes That Can Cost You Big

CX Global Media

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Speech Analytics Mistake #1 : Being driven by misconceptions. Roger Lee : Yeah thanks Jim great question.

Analytics 136
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Seek and Share Truth to Boost Employee and Customer Experience

CCNG

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

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The Future of Workforce Engagement: How to Integrate AI

Playvox

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

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Workforce Optimization: What It is and Why You Need It

Playvox

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

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When to Call a Contact Center Consultant…

CCNG

Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication. culture, motivation, incentives, and employee engagement.

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Calabrio Announces Winners of Analytics Competition and ONE Awards at Customer Conference

CSM Magazine

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.