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?
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.
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?
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.
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.
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.
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.
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.
Real-time interaction analytics can provide contact centers with significant performance improvement, faster new agent ramp-up, and enhanced compliancy. Learn the secrets of a successful migration from experts with first-hand experience. CallMiner’s January webinar will feature Charles Felsberg and Chris Malmfelt of AMCOL Systems who will detail AMCOL’s real-time interaction analytics journey from pre-design to deployment, to deriving performance value and all of the steps in between.
Join Mercedes Benz Financial Services AQ Manager Rhonda Ludbrook and Call Center Services Manager Colleen Unick as they discuss how they used automated analytics to help develop and maintain their world-class customer service experience.