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How to Use Contact Center Speech Analytics

Calabrio

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.

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How to Use Contact Center Speech Analytics

Calabrio

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.

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When to Call a Contact Center Consultant…

CCNG

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start? A consultant can be a sounding board for ideas.

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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 Link Between Customer Satisfaction and Employee Retention

Calabrio

Real-Time Feedback & Coaching for Continuous Improvement Employees who receive regular, meaningful feedback are more likely to stay motivated and aligned with company goals. Career Growth & Recognition Programs to Drive Engagement Lack of career progression is one of the biggest drivers of attrition.

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The Burgeoning World of CX Analytics

Serenova

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Performance analytics: Data and analysis that evaluates how agents are performing, using various Key Performance Indicators.

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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Examples include call recording, speech analytics and real-time monitoring. Best practice examples include: Hire, train, motivate, and retain top talent.