AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 86

Customer Service Scripts Coaching Finance 86

Calabrio

JANUARY 27, 2025

Within a day or two of implementing a speech analytics solution, managers often collect so much information that they are overwhelmed. This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.

Contact Center 52

Contact Center Analytics Gamification Coaching 52

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. To utilize your call recordings in the most efficient way you can, use tools such as speech analytics to automatically analyse and score 100% of recordings.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

CX Global Media

NOVEMBER 6, 2019

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

Analytics Contact Center Coaching Call Center 136

3CLogic

DECEMBER 17, 2024

Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen. These solutions are setting new benchmarks for customer satisfaction by empowering organizations to solve more issues faster at a lower cost.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Analytics 48

Analytics Coaching Employee engagement Quality management 48

Callminer

SEPTEMBER 6, 2021

Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics. Sales leaders need to evolve with technology.

Sales 182

Sales Technology Coaching Analytics 182

SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. They couldn’t have in-person coaching conversations. Centricity turned to their customer and agent analytics to see what was really happening in their contact center and to keep employees on track. What’s more?

Analytics 128

Analytics Coaching Contact Center First call resolution 128

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025!

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

ShepHyken

DECEMBER 10, 2019

Be there to empower and coach your employees through those bad days. Quotes: “Model the behavior of your best employees and coach the rest of your employees to that behavior.” – Joel Makhluf. .” – Joel Makhluf. Automation fatigue” is settling in across industries. There needs to be a balance between humans and AI.

Coaching 263

Coaching Contact Center Analytics Call Center 263

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. Here is an edited transcript of my interview with Anthony: Jim Rembach : Hey, this is Jim with Call Center Coach and the Fast Leader Show. And I’m here with Anthony Scodary of Gridspace.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

ShepHyken

OCTOBER 8, 2019

Shep Hyken interviews Sam Lessin of Fin Analytics. There must be more training and coaching present within contact centers and customer-facing roles. About : Sam Lessin is the co-founder and co-CEO of Fin Analytics. The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up.

Customer Care 258

Customer Care Customer centricity Coaching Contact Center 258

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. While a great starting point, advanced call analytics go further with continuous call logging , providing end-to-end call visibility and generating performance metrics at the agent or department level.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Tethr

MAY 15, 2024

Elevate your agent analytics with conversation intelligence! Learn how to measure, coach, and improve agent performance for exceptional CX.

Analytics 91

Analytics Customer Service Coaching 91

Contact Center Pipeline

DECEMBER 18, 2019

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached an important stage of development and is accepted. The first known use of the term “coming of age” was in 1729 and it was used to describe the point at which […].

Analytics 147

Analytics Customer effort Coaching Contact Center 147

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Contact center software Scripts 98

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. Providing data, metrics and analytics. An increase in the sophistication and usage of call center analytics software has helped to make training more effective. Role-playing.

Best practices 174

Best practices Call Center Morale Coaching 174

CCNG

APRIL 20, 2022

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.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

Callminer

APRIL 10, 2019

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach. Eureka Coach enables contact centres to build an agent culture that underpins an excellent customer experience, improved compliance and reduced risk.

Technology 28

Technology Coaching Analytics Feedback 28

ShepHyken

MAY 19, 2020

Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity. How do we show support for agents during this time? Everything changed for employees and agents, too. How do we keep an eye on our costs?

CRM 248

CRM Coaching Self service Analytics 248

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Call Center 182

Call Center Coaching Morale Analytics 182

Taylor Reach Group

AUGUST 26, 2020

The cause for lack of consistent results could be traced back to quality and can be improved by additional training, coaching and motivating agents (in order to promote higher consistency). The post Improving First Contact Resolution – An Analytical Model first appeared on The Taylor Reach Group Inc.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

LiveVox

OCTOBER 30, 2023

With agents working from home, full or part time, it can be difficult to monitor their interactions with customers, track their productivity, provide timely feedback and coaching, and do so in real time.

Analytics 90

Analytics Coaching Contact Center Feedback 90

Call Design

FEBRUARY 19, 2025

Often responsibilities such as coaching, performance development and strategic initiatives are sidelined by administrative tasks. The Importance of Coaching in Contact Centres Effective coaching is essential for any teams growth and success. Traditional scheduling methods are time consuming and error prone.

Coaching 60

Coaching Average Handle Time Analytics Feedback 60

Calabrio

APRIL 11, 2025

This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. However, according to our recent research, 59% of organizations fail to provide ongoing coaching and support to help agents navigate AI-driven workflows.)

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

NOVEMBER 27, 2018

I believe technology, particularly speech analytics technology can help in three ways: Identifying the root causes of complaints so they can be eradicated. Engagement Analytics enables you to analyse automatically every interaction. Real-time engagement analytics has made this much easier to do. Our study in the US found 45.8%

Analytics 186

Analytics Coaching Technology Surveys 186

Fonolo

JANUARY 21, 2021

Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. Offer coaching sessions. It can be easy to get caught up in the analytics and metrics of performance. Think training is a one-time requirement for your agents? Create leadership opportunities.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

Callminer

APRIL 24, 2020

Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

CX Accelerator

JUNE 8, 2020

That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Make no mistake. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.

Surveys 345

Surveys Contact Center Consulting Consulting 345

TeleDirect

FEBRUARY 3, 2025

Utilize Call Center Technology & AI for Efficiency Modern American call centers use AI-driven analytics and CRM software to improve customer interactions. Implement speech analytics to detect sentiment and adjust responses accordingly. Provide regular feedback and coaching to improve skills.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Calabrio

FEBRUARY 14, 2025

Focus on smart training & coaching A well-trained workforce is key to delivering high-quality service, but effective training doesnt have to be costly. By strategically identifying the right moments to coach agentswithout compromising staffing levelsyou can maintain customer support efficiency.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Call Design

FEBRUARY 19, 2025

Essential activities like coaching, performance development, and rolling out strategic initiatives are often postponed or cancelled as priorities change. Delivering Coaching, Training and Knowledge Effective coaching is the foundation of high-performing teams. Real Time Analysts therefore have a difficult task.

Time management 60

Time management Management Coaching Average Handle Time 60

Callminer

JUNE 9, 2020

Enable Ongoing Agent Coaching : Efficient agent training is not a do-it-once kind of deal; you must continually nourish and cultivate your team. Agent coaching sessions provide ongoing training to your agents, so they may learn from their experience and work to improve on AHT, without sacrificing service and customer satisfaction.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

Provana

FEBRUARY 9, 2022

To boost productivity without neglecting compliance, call center-based companies must look to advanced speech analytics (SA) platforms to provide a positive consumer experience while bolstering revenue.

Analytics 98

Analytics Call Center Technology Coaching 98