Case Studies

Real life examples of the application of customer engagement analytics.

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Open English Saves Time & Improves Sales Conversions

For Open English, changing lives through the power of global language is at the heart of the business model. Open English provides English instruction for groups and individual students via 24/7 access to online courses led by American teachers. In nine years the company has provided instruction to more than 400,000 students around the world.

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Interaction Analytics Lead to Happier Agents & Customer Satisfaction

Bluegreen Vacations is a timeshare and vacation club management company headquartered in Boca Raton, FL. In 2013 it was honored as an innovator after its award-winning CallMiner Eureka interaction analytics rollout. Interaction analytics: Improved CSAT by 26% Improved agent quality scores by 19% Increased sales performance by 48% Achieved ROI in less than one year [...]

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A Day in the Life of an Analyst – Secrets for Success

Simple Health implemented CallMiner Eureka interaction analytics to improve the ability to monitor and train new agents. Simple Health was especially interested in tracking how closely all agents followed its carefully developed scripts, and how they responded to sales objections.

By automatically monitoring and scoring 100% of contacts, Simple Health:

  • Reduced average coaching time by 75%
  • Increased the number of agents they could coach each week from 10% to 80%
  • Improved average sales closing rate by 5% and saw a large reduction in policy cancellations.

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A Day in the life of an Analytics Analyst at Simple Health

Simple Health implemented CallMiner Eureka interaction analytics to improve the ability to monitor and train new agents. Simple Health was especially interested in tracking how closely all agents followed its carefully developed scripts, and how they responded to sales objections.

By automatically monitoring and scoring 100% of contacts, Simple Health:

  • Reduced average coaching time by 75%
  • Increased the number of agents they could coach each week from 10% to 80%
  • Improved average sales closing rate by 5% and saw a large reduction in policy cancellations.

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Lessons Learned from Transitioning to Automated Agent Scorecards

Here is the story of how two organizations, AXCESS Financial and SWC Credit Group, converted from manual agent scoring to analytics-powered automated scorecards, and the lessons that other contact centers can learn from their efforts.

See how these organizations were able to:

  • Increased scoring of agents from 1% to 100% while reducing QA and Supervisor staff
  • Reduced average call work time by 37%
  • Achieved more consistent and objective assessments
  • More accurate reporting
  • Improved compliance & ROI

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AMCOL Systems Takes Agent Performance, Compliance to New Levels

Many organizations in that position could introduce contact center analytics to provide the feedback for improving compliance and raising agent performance and proactivity. But AMCOL already had a contact center analytics solution in place, plus an advanced portal that makes it easy for supervisors and agents to share performance feedback and take action based on accurate, objective metrics. For AMCOL, the best opportunity to make additional, sustainable improvements was to compress the cycle of collecting performance metrics, analyzing them and providing actionable feedback to agents.

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Stoneleigh Rewards Agent Compliance with Interaction Analytics Insights

When the Consumer Finance Protection Bureau (CFPB) updated its regulations for debt collection, Stoneleigh’s largest customer requested that some modifications be made to the company’s approach to compliance. That prompted Stoneleigh to enhance its technology platform with next-generation automated interaction analytics, which have produced results that surprised Stoneleigh and satisfied its top customer.

See how Stonleigh was able to:

  • Recorded and analyzed 100 percent of contacts
  • Demonstrating compliance requirements through scorecards
  • Improved quality scores by over 50
  • Improved productivity and optimized outcomes by identifying best practices and training all agents

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Afni Improves CSAT, Sales and FCR with Automated Analytics

Afni wanted to improve quality at its contact centers. It learned when quality improves, many benefits follow, including improved sales, higher customer satisfaction, and time savings that allow managers to do more to grow the business.

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CallMiner Interaction Analytics Delivers Higher Call Center Quality at Lower Cost for Law Firm

Sokolove’s senior leadership, upon reviewing the results of the free test drive CallMiner had provided on a sample set of 21,000 of their recorded calls and associated metadata was quickly convinced that these capabilities could improve its business. It believed automated monitoring and scoring would provide the foundation for optimizing client and prospect engagements, and would also produce a positive return on investment by improving the productivity of its team members. Results Sokolove has achieved to-date from its deployment of interaction analytics include: Monitoring 100% of calls, documenting adherence to regulatory compliance, providing objective feedback to agents through automated scoring, and reducing QA staff by 80% saving $20,000 the first year.

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Insights Delivered to Agents for Self-Coaching

When end-to-end ecommerce service provider, TradeGlobal, deployed an interaction analytics solution, they had one goal in mind – monitor 100% of its customer interactions to accurately assess agent performance. What they got, was a whole lot more. In this case you will learn how TradeGlobal used automated analytics to provide insights to improve the quality of every interaction and boost agents overall quality scores by 15%.

Read more on how TradeGlobal:

  • Improved quality monitoring processes and agent performance
  • Reduced effort of quality monitoring and automated call scoring
  • Improved customer satisfaction

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