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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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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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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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Predictive Analytics in Customer Experience: The Secret to Great Customer Relationships

Customer retention for many organizations is reactive activity, one in which the business tries to correct past mistakes in order to retain future customers. Predictive analytics change this by helping firms anticipate customer churn and take necessary steps to cultivate customer loyalty while also capturing greater wallet share.  This Aberdeen Report will analyze:

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The UK Contact Centre Decision-Maker’s Guide 2017-18

CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in near real-time, they can dramatically improve the rate of positive outcomes.

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eBook: Using Interaction Analytics to Digitise & Optimise Contact Centre Performance UK

Interaction analytics gives contact centre agents and managers the boost they need to perform at their best. It can be applied to identify best practices, objectively and accurately measure performance, improve coaching, and guide agents in real-time to provide the best possible customer experience. Interaction analytics can do all this because it automatically captures and analyses ALL customer interactions across call, email, text, chat and social channels.

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eBook: Using Interaction Analytics to Digitize & Optimize Contact Center Performance

This eBook focuses on how Interaction Analytics gives contact center agents and managers the boost they need to be their best. It can be applied to identify best practices, objectively and accurately measure performance, improve coaching, and guide agents in real time to provide the best possible customer experience.

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