Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. By Donna Fluss.

Enterprise 72

Enterprise Analytics Sales Marketing 72

Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. Infographic: [link].

Marketing 100

Marketing Analytics Customer Experience Customer centricity 100

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Contact Centers Incorporate Advanced Analytics. Call centers came first, focusing employees on handling large streams of customer calls at once. that can be automated.

Call Center 207

Call Center Contact Center Interactive Voice Response Self service 207

8x8

MARCH 17, 2019

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Speech Analytics Benefits Outside the Contact Center. Speech Analytics Benefits Outside the Contact Center. ” Movement Mortgage & Speech Analytics. The Future is Here.

Analytics 91

Analytics Contact Center Enterprise Quality management 91

ConvergeOne

JUNE 21, 2022

WEM solutions incorporate combinations of call recording, quality assurance, workforce management, speech analytics, e-learning and analytics. Advancements in artificial intelligence (AI) and machine learning, coupled with analytics and transcription, can systematically evaluate more without human intervention. Can’t wait?

Management 88

Management Contact Center Coaching Analytics 88

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. Data-Driven Optimization. Automation.

Best practices 251

Best practices Call Center Metrics Surveys 251

Cisco - Contact Center

FEBRUARY 1, 2021

Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. Four Journeys, One Destination: The Cloud [White paper] , a white paper following four compelling customer cloud migration stories, by McGee-Smith Analytics.

Contact Center 124

Contact Center Transportation Customer Experience Wireless 124

JivoChat

JUNE 26, 2022

You will understand how to use the power of words to get more leads, techniques for writing white papers, and how to write effective press releases. White papers. Google Analytics. Copywriting White Papers. Main topics: What is a white paper. How to structure your white paper.

B2C 75

B2C B2B Sales Best practices 75

ConvergeOne

JULY 6, 2021

Online leaderboards in real-time driving analytics. WHITE PAPER]. This ConvergeOne white paper provides overviews and guidance for Amazon Web Services (AWS) Database options. New data demands from organizations: Ability to store PBs of data. Sub-millisecond latency requirements for global users. Strong or flexible?

Analytics 119

Analytics Technology Management 119

TechSee

OCTOBER 19, 2021

Use of Analytics. Reverse logistics stakeholders can leverage analytics to identify patterns and trends in returns. To learn more about how your business can use visual assistance technology to resolve the headache of how to reduce returns, download the White Paper here. Truck Roll Rates, and. First Contact Resolution.

Average Handle Time 124

Average Handle Time Sales Analytics Self service 124

Callminer

MAY 12, 2020

Analytics Solutions (such as speech analytics and interaction analytics tools). To learn how innovative software tools can improve the customer experience across multiple customer engagement channels, download our white paper, The Guide to Customer Engagement Analytics. Predictive Dialers.

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

ConvergeOne

AUGUST 9, 2022

With more agents working from home, analytics tools can pull in the right information based on what is being said during the call or what applications an employee would be using. Download the full white paper below. WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management.

Management 96

Management Contact Center Metrics Wait times 96

Callminer

JUNE 18, 2020

To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights.

Call Center 182

Call Center Morale Feedback Analytics 182

Callminer

FEBRUARY 24, 2020

A robust speech analytics solution can help call center managers monitor agent performance and take action to implement additional training and development to support excellent agent performance. Expectations need to be laid out as clearly as possible early on. Interior Design.

Best practices 207

Best practices Call Center voip Morale 207

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Caller has difficulty answering KBA questions.

Call Center 345

Call Center Banking Contact Center Accountability 345

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

Vonage

FEBRUARY 13, 2017

Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Speech analytics ensures vital information is never lost. In a busy environment, real-time speech analytics provides the ultimate fail-safe. Speech analytics allows you to effectively gauge customer satisfaction.

Analytics 53

Analytics Customer Service Scripts Surveys 53

Calabrio

SEPTEMBER 21, 2016

In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. They’re making their agents smarter to make interactions better.

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Analytics are more important than ever. Omnichannel analytics will be used to unify and improve CX. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

Callminer

JULY 22, 2020

For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Employee termination letters should generally include the following details: The date of termination. Information about the notice period.

Call Center 182

Call Center Customer Service Best practices Coaching 182

Callminer

FEBRUARY 12, 2020

Learn more about how speech analytics can transform your training processes – and your call center operations as a whole – by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Recognize Excellent Performance.

Best practices 182

Best practices Call Center Construction Feedback 182

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. Imagine if you could increase your save rate, upsell attachment, or survey completion rate by 62%!

Customer Experience 60

Customer Experience Upselling Analytics Surveys 60

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. Interaction analytics and CJA address all of these needs. . Using IA and CJA to Improve CX. However, companies need to go much deeper.

Enterprise 96

Enterprise Analytics Contact Center Consulting 96

Uniphore

JANUARY 21, 2022

AI-powered analytics optimize patient and member services. Organizations need to assess their current barriers to consumer satisfaction and deploy analytics and patient-centric technologies to improve the convenience, speed and transparency of care. Consumer expectations today are higher than ever. Download the Whitepaper.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. That includes: White papers. Tip sheets. Shep Hyken.

Customer Service 82

Customer Service Coaching Education Best practices 82

ConvergeOne

MARCH 23, 2021

We are now storing and analyzing data in a different class beyond CRM and ERP systems, and our data includes more social media, web analytics, and IoT data from various devices, as well as machine-generated log data. Services like EMR can run your dig data applications or Amazon Athena for ad-hoc real-time interactive analytics.

Analytics 61

Analytics CRM 61

Cisco - Contact Center

FEBRUARY 21, 2020

To learn more about how to create a customer-centric organization read our white paper . Introducing Webex Experience Management: AI-Powered Journey Analytics Transform Customer and Agent Experiences. To learn more about Webex Experience Management, click here. Learn More.

Customer Experience 97

Customer Experience Customer centricity contact center solutions Contact Center 97

ConvergeOne

MAY 25, 2021

AWS has introduced native security tools that use Machine Learning and analytics for deep intelligence that helps detect anomalies. WHITE PAPER ] SECURING YOUR AWS ENVIRONMENT CLOUD NATIVELY.

Government 53

Government Accountability Analytics Technology 53

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. We have a lot of information videos and, white papers that explained what we’ve done for our customers. WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

ConvergeOne

MAY 25, 2021

AWS has introduced native security tools that use Machine Learning and analytics for deep intelligence that helps detect anomalies. Zero Trust implies to not trust anything both inside or external to the network until that attempt has been both authenticated and authorized to access the resource.

Government 52

Government Accountability Analytics Technology 52

ConvergeOne

MAY 25, 2021

AWS has introduced native security tools that use Machine Learning and analytics for deep intelligence that helps detect anomalies. WHITE PAPER ] SECURING YOUR AWS ENVIRONMENT CLOUD NATIVELY.

Government 52

Government Accountability Analytics Technology 52

NICE inContact

JULY 26, 2019

From robotic procession automation to machine learning and intelligent analytics, AI’s impact on profits is clear — even with a measured, practical approach. Discover the possibilities in our latest white paper: AI for CX: Practical Investments, Proven Return. Download the white paper today.

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

InGenius

JULY 27, 2017

We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry. The white paper highlights: The road to digital transformation in a contact center. Personalization as the key to a successful customer journey.

Contact Center 48

Contact Center Education Self service CRM 48

VocalCom

JUNE 24, 2020

By detecting customers’ moods through speech, voice and tone analysis, speech analytics help to support agents in real-time on customer interactions quality and adapt offers and processes to better meet customers’ expectations. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62