Webinars

Identify, Predict and Stomp Out Fraud with Speech Analytics

Fraud affects businesses of all sizes and industries. Modern fraudsters have plenty of tricks up their sleeves that not only lead to loss of revenue, but can also compromise the safety of your sales associates, your brand reputation, productivity and employee morale.

Join Allyson Keown, Speech Analytics Analyst at Axcess Financial, and learn how they are using speech analytics to identify behaviors and language used by known fraudsters to help detect new fraudsters, predict when they are going to strike and prevent them from doing so successfully.

Optimize Engagement and Performance of Work-at-Home Agents with Speech Analytics

It’s no secret that employing remote, work-at-home agents is a viable means to obtain or retain talented, flexible employees and solve workforce staffing and call overflow management issues. But, how you manage, evaluate, motivate and achieve optimal performance from your remote agents can be a challenge.

Join Contact Center subject matter expert Jim Rembach of FastLeaders for an overview of remote agent workforce trends and a panel of contact center veterans including Arnold Ybanez of Direct Energy, Ren McGhee and Andy St. Onge of ABC Financial as they discuss their success using speech analytics to support optimal remote agent engagement and performance.

Top 5 Ways to Improve Customer Experience with Speech Analytics

The best way to deliver exceptional customer experiences every time is to really listen to what your customers are saying when they interact with you. They are calling, texting, emailing for a reason. With analytics, you not only learn what each customer is saying, you also get trends insights that can help you better understand what you need to do to deliver excellent customer experiences with less time, effort and friction.

Using Speech Analytics to Accelerate Agent Development and Optimize Contact Outcomes

Traditional quality monitoring is inefficient and ineffective as it is based on a small random sampling of call recordings. Aspect/CallMiner Engagement Analytics monitors 100% of customer interactions to provide critical insight on the issues that are driving calls, areas that need improvement and the sales techniques that are most successful.

Speech Analytics Drives Efficiency, Compliance, Sales and “Ridiculously Nice” Corporate Values

Looking to improve Quality Management in your contact centre? This webinar will be of direct interest to you.

In this webinar we look at practical ideas on how to improve your quality management programme to drive bottom line results.

7 Ideas to Improve your Quality Management

Looking to improve Quality Management in your contact centre? This webinar will be of direct interest to you.

In this webinar we look at practical ideas on how to improve your quality management programme to drive bottom line results.

How to Course Correct Your Speech Analytics Program

Join Contact Center subject matter expert Jim Rembach of the Fast Leader Show along with Tony Pirotta, Chief Compliance Officer of Credit Control, LLC and Jennifer Buffaloe, CallMiner Customer Success Director for a compelling conversation on their experiences and insights. They will discuss the initial launch, how to overcome internal challenges and ongoing utilization of speech analytics to drive sustainable success in the modern contact center.

CRMXchange Tech Tank: Analytics and Quality Assurance

Keeping customers happy requires a business to learn as much as possible about what they’re thinking to accurately anticipate their needs. Join us as we discuss how to gain customer insights to more accurately measure, track and improve the quality of the customer interaction.

5 Best Practices for Multi-objective Speech Analytics Rollouts

Whether you are large or small, successful speech analytics deployments for organization with rollouts across multiple lines of business can pose a unique set of challenges. Nearly every customer contact leader calls analytics an investment priority, but so many wonder how to get the most out of analytics.

How to run CX programs that generate significant ROI

Join Martha Brooke, Founder of Interaction Metrics, and learn how to find ROI for your customer feedback and customer service programs. The usual approaches fall short, customer feedback is managed with generic metrics like NPS and CSAT, and customer service is evaluated along the lines of Average Hold Time and Abandonment Rate. For provable ROI, your approach needs to get more specific—customer feedback should deliver actionable to-dos that drive growth, and customer service evaluations should pinpoint exactly what representatives ARE saying—and what they SHOULD say to improve your KPIs.