Case Studies

Real life examples of the application of customer engagement analytics.

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Discover the Power of WebChat Analytics

British Gas, the largest provider of Energy Services in the UK, has a long established track record of delivering business benefits through the use of CallMiner Speech Analytics within a traditional Contact Center environment. This case study will highlight how through the innovative application of CallMiner’s built-in omni-channel analytics and customer journey linking capabilities, British Gas was able to replicate some of these successes within their Digital Media team.

The initiative was driven by Tom Fleming, Digital Performance Coach at British Gas. Having had previous exposure to the power of understanding 100% of agent conversations as a traditional voice contact coach, when his role moved to the digital arena, Tom was keen to explore how he could unlock the potential of similar activity in a digital environment. He approached Mandy Ott, a Speech Analyst within the British Gas team, who was able to draw on her experience to assist.

This paper will outline how through intelligent application of CallMiner’s omni-channel analytics Tom was able to:

  • Identify significant under-reporting of sales conversions
  • Improve conversion rates by 50%
  • Mitigate under-estimated elements of compliance risk
  • Increase agent multi-chat rates by 60%
  • Increase Net Promoter Scores by 84% (from 10 to 18.4)

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Improving Sales Agent Performance

In sales-focused contact centers, agent performance has a direct effect on revenue. Improving sales can often be a challenge, however, as traditional quality assurance methods and simple transactional data don’t provide the key insights needed for effective coaching.

In this case study, we look at how Defender Direct, an industry leader in home services sales with four call centers, used speech analytics to profile their top performing agents to create advanced categories and scores, resulting in more meaningful performance feedback and increased sales revenue.

In this case study, you will find:

  • Defender Direct’s Speech Analytics Trial
  • Speech Analytics Internal Deployment
  • Trial Results & Full Roll-Out

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Best Practices for Automated Agent Scorecards

State Collection Service (STCOL), a family held business with four call centers in the Midwestern United States purchased speech analytics to improve call monitoring, streamline the quality assurance process, and gather business intelligence for the purposes of improving customer service and client satisfaction.

In this case study, we look at how the roll-out of speech analytics combined with an automated agent scorecard program, saved STCOL money and delivered greater satisfaction to their healthcare clients.

In this case study, you will find:

  • STCOL Speech Analytics Roll-Out
  • How Agent Scorecards are Used
  • Program Results & Findings

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Driving Service Excellence and Increased Revenue in the Contact Center

Today, it has become standard practice for companies to record all customer conversations that take place in their contact centers. Very few companies, however, are making good use of the data that is captured in those phone calls and instead rely on traditional methods of analyzing recorded conversations: sampling, basic quality monitoring, and third party evaluations. Unfortunately, these actions provide only a limited view of what is actually happening in a call center.

In this case study you’ll see how British Gas, the largest supplier of domestic energy (gas and electricity) in the United Kingdom, uses speech analytics to analyze and search 100% of recorded calls to drive service excellence and increased revenue across multiple centers and thousands of agents.

In this case study, you will find:

  • How to Use Speech Analytics for Coaching
  • Speech Analytics for Improved FCR Rates
  • Program Results & Findings

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Reduce CFPB Compliance Risk and Improve Collections with Speech Analytics

Collections contact centers and Accounts Receivables Management (ARM) firms face a constant challenge: being able to maximize payments while staying compliant and up to date with new rules and regulations. Speech analytics can help ease this challenge by analyzing every agent contact – either during or after the call – to eliminate compliance risk, improve agent performance, and increase recovery rates.

This case study highlights how one ARM firm was able to leverage speech analytics to proactively reduce complaints and prepare for Consumer Financial Protection Bureau (CFPB) audits.

In this case study, you will find:

  • ARM Regulatory Challenges
  • Speech Analytics Deployment
  • Program Results & Findings

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Achieving Immediate Wins in Contact Center Efficiency and Customer Experience

A successful speech analytics deployment doesn’t end with selecting the right piece of software. Ensuring organizational buy in and building trust in the tool are major factors in realizing quick returns on investment. A strategic plan that highlights priorities and establishes goals, along with open communication across all levels of the organization, promotes credibility and allows for a more fluid adoption of the insights provided by contact analytics.

This case study will highlight how Nautilus, Inc., successfully established their speech analytics program and improved operational efficiency, trend identification, and compliance adherence in a very short period of time.

In this case study, you will find:

  • Speech Analytics Deployment Strategy
  • Operational Efficiency Improvements
  • Trend Identification & Intelligence
  • Program Results & Findings

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