Webinars

How To Achieve Optimal Revenue Recovery While Maintaining TCPA and FDCPA Compliancy

The 2017 CFPB Annual report is here and with predictions of increased consumer debt in 2017 comes a renewed pledge from its chairman to ensure vigilance in consumer protection. While a new administration in the white house could mean changes in regulatory policy, the challenge for collection of consumer debt firms remains the same — maximizing recovery rates while maintaining compliancy with current and future regulations.

How Frontline Migrated from Manual to Automated Scorecard with Speech Analytics

Among the immediate and well documented values of deploying a speech (interaction) analytics solution in your contact center is the opportunity to radically enhance your Quality Assurance program. By automating the monitoring, categorizing, tagging and scoring of 100% of your agent/customer interactions , your organization can now migrate from random call manual scoring to timely and comprehensive automated scorecards. The benefits are enormous. But how do you begin the scorecard migration process?

Join Frontline Asset Strategies’ Ryan Blake and James Magnuson as they review their journey from manual scoring to designing and implementing a successful automated agent scoring system.

Improving agent performance and customer experience through journey based Interaction Analytics

Achieving optimal contact outcomes and an ideal experience for your customers takes alignment of your goals, technologies and processes into a well-choreographed and smoothly run operation. Yet how do you identify what is working right and what needs improvement that can positively impact the customer experience throughout the journey?

Join Mike Hull, Director, Business Analytics at Trade Global as he presents his team’s use of Customer Journey-Based Interaction Analytics to: uncover and solve repeat call drivers; improve agent performance tracking and training; and trend and report on systematic product and process issues that impact customer experience and satisfaction.

Motivating Agents To Take More Ownership Over Their Work To Deliver Better Customer Outcomes

It’s no secret to customer engagement professionals that having agents that are inspired to do their best every day is critical to delivering optimal business outcomes. Yet how do you create an environment where your agent community remains motivated to help meet your business objectives?

Attend this enlightening webinar to learn how to avoid the common factors that lead to uninspired agent performance. You’ll also learn about the automated performance feedback tools that activate self-improvement and, about the programmes you can institute to sustain improved agent performance and optimal business outcomes.

API Webinar: How to Leverage SDKs and Embedded Data through APIs to Extend Speech Analytics Functionality

This Educational Webinar is the 2nd in our three-part series on applying the power of speech analytics outside of the platform itself through the use of API’s (Application Programing Interfaces). Among the content for this session will include an overview of software development kits (SDK) and how these tools are used for the creation of applications. This informative presentation will also highlight some common tips and tricks when using an SDK and will also feature a real “embedded” application use case example of building and automated scorecard into a third party platform.

How Speech Analytics Addresses Efficiency Sapping Agent Behaviors to Impact Talk and Wrap Up Time

Contact Centers are pressed to realize ideal contact outcomes while achieving optimal operational efficiency. Speech analytics affords contact centers the ability to analyze 100% of customer interaction to help assess where agent behavior and efficiency improvements can be made.

How Encore and Open English Gain Award Winning Marketing Insights with Speech Analytics

In sales based contact center environments, how calls are handled from the moment the phone rings to the completion of the call has tremendous influence on the ultimate success of that interaction. Understanding call flow, agent skill sets and customer sentiment are key metrics to assess and address in order to have optimal outcomes with your customers. That’s where Interaction (a/k/a Speech) Analytics come in.

How API’s Extend Speech Analytics beyond the Contact Center

In sales based contact center environments, how calls are handled from the moment the phone rings to the completion of the call has tremendous influence on the ultimate success of that interaction. Understanding call flow, agent skill sets and customer sentiment are key metrics to assess and address in order to have optimal outcomes with your customers. That’s where Interaction (a/k/a Speech) Analytics come in.

How HomeServe USA Improved Agent Performance, CX and Results with Speech Analytics

In sales based contact center environments, how calls are handled from the moment the phone rings to the completion of the call has tremendous influence on the ultimate success of that interaction. Understanding call flow, agent skill sets and customer sentiment are key metrics to assess and address in order to have optimal outcomes with your customers. That’s where Interaction (a/k/a Speech) Analytics come in.

Roundtable – Best Practices in First Contact Resolution

Customers want a resolution to service and purchase inquiries delivered in a seamless fashion across an expanding number of channels of interaction. Understanding FCR is crucial to the success of your contact center as it drives customer satisfaction, profitability and overall workplace efficiency. It comes as no surprise that call centers should have metrics in place to properly monitor FCR – given its immense value.

Achieving Patient Experience Excellence with Speech Analytics

With the patient community becoming increasingly more reliant on healthcare contact centers for appointment scheduling, health plan enrollments, billing, insurance and more, patient satisfaction is more important than ever. To deliver improved patient satisfaction and the entire patient experience, many healthcare providers are implementing speech analytics.

Customer Service is the New Marketing – CRM Media Roundtable

There has been a tremendous shift in moving customer service departments from a cost center to a customer engagement hub that listens to customers, elevates conversations, strengthens loyalties, and creates brand advocates. To do this successfully requires an organization to truly know its customers and leverage that information to consistently deliver positive experiences for them. While this might sound like a daunting task, it doesn’t have to be.

Best Practices for Peak Call Centre Agent Performance Using Interaction Analytics

Leveraging Interaction Analytics to gain insights into call centre agent performance is essential in the process of creating the ultimate customer experience. Once uncovered, how do you take these revelations and turn them into actionable training programs and strategies in order to help agents achieve peak performance?

Track and Address Complaints & Disputes for CFPB Compliance with Interaction Analytics

Your call center agents are your first line of contact and their interactions with consumers can have critical compliance consequences. Manual sampling of contacts provides little to no prevention of non-compliance behavior or protection against litigation.

Join Tomio Narita of Simmonds & Narita Law Firm and David Cherner, Esq., Chief Compliance Officer of Northland Group, Inc., customer interaction analytics user, as they review the impact of consumer complaints, it’s relevance to CFPB compliance and how interaction analytics can support improved tracking and higher compliance behavior in your agent community.

Proactive Customer Service + Interaction Analytics = Customer Service 3.0. Be There Now!

Interaction Analytics provides powerful marketing insights into voice of the customer sentiments, customer experience and the like but once uncovered, what do you do with this information? How do you take these revelations and turn them into actionable strategies in order to optimize customer satisfaction and ideal interaction outcomes?

Leveraging Gamification & Analytics to Drive Agent Engagement and Performance

Join contact center gamification expert Brett Brosseau of FidoTrack along with experienced Interaction Analytics leaders Molly Sollie, Manager of Quality Assurance at Defenders and Shawn Feaser, Manager of Business Information Analytics at Encore Capital Group as they share their approaches to using analytics to measure and score their gamification programs to achieve the desired results within their organizations.

Top 4 Ways to Quantify Interaction Analytics ROI to Your CFO

Join CallMiner CFO Paul Bernard as he explains how to calculate and present ROI values to your leadership. Paul will review four customer analytics use cases and outline the impact and ROI realized by using their analytics solutions to meet business challenges. Paul will also highlight examples from real-world customers using analytics.

A Day in the Life of an Interaction Analytics Analyst

CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading cloud-based speech analytics solution automatically analyzes contacts across all communication channels: calls, chat, email, and social.

Use Interaction Analytics to Successfully Migrate to an Automated Scorecard System

When every contact counts in your engagement center, insight from all interactions is crucial. But if you are still using a manual QA process, it’s just not feasible. By using an automated interaction analytics and scorecard system, you can gain insight from 100% of contacts and improve operational efficiency, sales performance and compliance adherence.

Join Tiffany Leonard from Southwest Credit Group and Kyle Carter from Axcess Financial as they discuss their organization’s migration journey from a manual QA process to a highly effective and comprehensive automated interaction analytics and scorecard system.

Interaction Analytics Help Accelerate Performance & Retain Quality Agents

Although there is no “magic bullet” for solving the challenges of call center agent churn, analytics, smart staffing, and coaching go a long way to address the most pressing problems. Join us to hear from Quality Analytics Manager Adam McCord how Bluegreen Vacations uses interaction analytics along with innovative personnel programs to motivate and retain better, more productive agents.