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A Guide for Creating the Customer Engagement Analytics RFP

The way we communicate has changed profoundly over the past decade. Messaging, chat and social media are displacing voice communications as the primary mediums for interacting with customers. Consequently, call centers are being forced to transform from voice-only to omnichannel customer engagement models. While the way we interact is evolving, our goals for optimizing our interactions — which include increasing revenue, improving customer satisfaction and mitigating risk — remain the same. New tools such as Customer Engagement Analytics (aka Speech Analytics) are becoming increasingly important in achieving these objectives.

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How Interaction Analytics Reduces Costs, Optimises Engagements and Provides Rapid ROI

Besides being versatile, interaction analytics is extremely cost effective. Users of this impactful technology often find multiple opportunities within their environments to quickly gain a full return on investment (ROI) through a combination of improving productivity, reducing operational costs and increasing revenue. This white paper explains how interaction analytics creates value and rapid ROI with examples from real-world deployments, including:

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Contact Center & Customer Experience Trends 2018

The customer experience management space has its share of unsubstantiated hype, and companies are struggling to distinguish the hype from authentic best practices. This document cuts through that hype and reveals the programs and technologies that should be top-of-mind in 2018.

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How to Achieve Continuous Improvement of your Quality Monitoring

The vast majority of contact centres still manually evaluate just 1-3% of their monthly calls. This brings some significant quality monitoring challenges. Most importantly, your agents may be disengaged because they do not receive appropriate coaching. They may also feel that they have been treated unfairly because the analysis does not take into account all of their calls. This can have a negative ripple effect on your business.

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Improve the Customer Experience with Interaction Analytics

Interaction analytics provide comprehensive, information to help you understand what makes a great customer experience and what you can do to deliver it. Interaction analytics makes it much easier for your contact centre agents to make your customers happy. The examples presented in this guide have shown how interaction analytics have guided changes in training, sales, customer service and billing to make things easier for customers, leading to documented improvements of up to 26 percent for customer satisfaction, 19 percent for agent quality scores, 18 percent for Net Promoter Score and 13 percent for best practice calls.

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eBook: How Interaction Analytics Improves Contact Centre Efficiency

There have been many metrics and real-world results presented in this guide. Perhaps the most important is the 20.2 times more productivity improvement that agents in intelligent contact centres average compared to others. Interaction analytics is a key enabling technology that contributes to higher efficiency, quality and other improvements.

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eBook: How Interaction Analytics Improves Contact Center Efficiency

There have been many metrics and real-world results presented in this guide. Perhaps the most important is the 20.2 times more productivity improvement that agents in intelligent contact centers average compared to others. Interaction analytics is a key enabling technology that contributes to higher efficiency, quality and other improvements.

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eBook: Improve the Customer Experience with Interaction Analytics

Improving the customer experience has become a business priority and strategic imperative. Enterprises often understand the need to raise the customer experience and value of doing so, but struggle with how to do it.

The best way to start is to listen to the customer. “Listening” needs to be done in a comprehensive, crosschannel way that captures customer feedback and analyzes it to provide a clear picture of what customers want and need. From there you need to determine how well your organization is delivering, and what you can do differently so your customer experience aligns with customer expectations, and exceeds them. Interaction analytics gives you the tools to do that – for all customer interactions, across all channels.

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Four ideas to improve quality management in your contact centre

How do you make sure EVERY interaction achieves the right outcome? How can you be sure that the right words are used and are delivered with the right tone? Listening to 1-2% of agents’ monthly calls simply will not give you the answer.

We’ve put together a list of four powerful ideas from Duncan White of management consultancy horizon2 Limited, backed by technology tips from Frank Sherlock of CallMiner, on improving quality management in your contact centre. These will help to ensure your customers are getting a great customer experience every time they interact with your agents.

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Four ideas to improve quality management in your contact center

How do you make sure EVERY interaction achieves the right outcome? How can you be sure that the right words are used and are delivered with the right tone? Listening to 1-2% of agents’ monthly calls simply will not give you the answer.

We’ve put together a list of four powerful ideas from Duncan White of management consultancy horizon2 Limited, backed by technology tips from Frank Sherlock of CallMiner, on improving quality management in your contact center. These will help to ensure your customers are getting a great customer experience every time they interact with your agents.

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