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eBook: How UK Contact Centres Can Use Interaction Analytics to Reduce Risk, Improve Compliance and Treat Customers Fairly

One of the greatest challenges in debt collection and recovery lies in ensuring that all your contact centre agents comply with legislation such as: the Consumer Credit Act (CCA), the Consumer Rights Act (CRA) and the Data Protection Act. Bodies like the Financial Conduct Authority (FCA) and the Information Commissioner’s Office are there to make sure that firms comply with this legislation and that consumer interests are protected. Other bodies such as the Credit Services Association (CSA) have a Code of Practice for members to follow. At the heart of all these regulations and guidelines is the concept of Treating Customer Fairly (TCF). For some organisations this will also include making sure that agents identify vulnerable customers and treat them accordingly. This eBook addresses how Interaction Analytics can help you mitigate compliance risk in your contact centre.

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eBook: How US Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance

Contact center operators have more regulations to deal with than ever before, and higher consequences if they fail to comply. The compliance climate was already challenging before changes to the Telephone Consumer Protection Act (TCPA) created uncertainty in the field, which in turn encouraged attorneys to file class-action lawsuits seeking favorable interpretation of the new requirements. FDCPA, CFPB, HIPAA, PCI, UDAAP, EFTA and other regulations also change, as does their enforcement environment. This eBook addresses how Interaction Analytics can help you mitigate compliance risk in your contact center.

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The Intelligent Contact Center: Get Smarter To Drive Customer Satisfaction

This report will highlight the top factors influencing contact center executives’ agenda. Specifically, we’ll delve into how companies master using data to deliver more personalized and consistent conversations across all channels. We’ll do this by exploring the four groups of key activities deployed by Best-in-Class firms.

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Enterprise Uses of Speech Analytics

Speech and text analytics provide a first-hand view of all that transpires between customers and your organization. As much as you can plan and map your customers’ journeys and implement processes to guide them on the optimal path, you won’t know what it feels like to be the customer in each channel and in every touch point without speech and text analytics.

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Achieving Optimal Contact Center Efficiency & Performance with Speech Analytics

When it comes to performance, call center supervisors face a number of challenges. They are not only tasked with battling high agent turnover and lack of engagement, but must also optimize their staff’s productivity, while keeping compliance and sales effectiveness in mind. And above all, they must ensure their focus remains on providing an outstanding customer experience.

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Voice of The Customer: Stop Just Collecting Data, Act On It!

This report highlights the growing role that voice of the customer (VoC) programs play in helping organizations meet and exceed buyer needs. As part of our analysis, we’ll observe the business value of implementing a modern VoC program. We will also address the most common challenges preventing companies from achieving desired results.

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DMG Consulting: Using Interaction Analytics to Improve the Customer Journey

Customer journey analytics is a big-data solution that captures, measures, analyses, and evaluates the quality and outcome of the customer (or prospect) experiences throughout all interactions, for all customer-facing touch points, channels and activities. This includes branch/storefront, back-office, in person sales, website, social media, contact center (interactive voice response (IVR), web self-service live agent, phone, email, chat, SMS, video, social customer care, etc.) activities, as well as all actions initiated by a customer or an employee on the customer’s behalf. This is a broad definition that addresses all aspects of a customer’s or prospect’s relationship with an organization. CJA solutions are intended to help organizations view the customer experience from the customer/member/constituent perspective.

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The Inner Circle Guide to Customer Interaction Analytics 2017

“The Inner Circle Guides” are a series of analyst reports investigating key customer contact solutions. The Guides aim to give a detailed and definitive view of the reality of the implementing and using these technologies, and a view on what the future holds.

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Customer Experience Management Executive’s Agenda 2017: A Data-Driven Approach to Delight Customers

This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching (ie coaching that is informed by accurate agent performance data) can feed the psychology of competence and create a culture of self-evaluation and improvement to enhance agent, call centre and business performance.

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Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre

This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching (ie coaching that is informed by accurate agent performance data) can feed the psychology of competence and create a culture of self-evaluation and improvement to enhance agent, call centre and business performance.

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Convert Voice of the Customer into Business Success

This report highlights the massive returns that companies see by incorporating speech analytics. It also illustrates the building blocks that help organizations maximize the benefits they see from this technology.

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The Path to Building an Integrated VOC (Voice of Customer) Program

This report will introduce the performance results enjoyed by intelligent contact centers, businesses that mastered how to deliver low-cost and high-impact customer interactions. We’ll also highlight four key attributes that enable these organizations to maximize their performance.

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Optimize Your Customer Experience Strategy Get Data Right

This report will introduce the performance results enjoyed by intelligent contact centers, businesses that mastered how to deliver low-cost and high-impact customer interactions. We’ll also highlight four key attributes that enable these organizations to maximize their performance.

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The UK Contact Centre Decision-Maker’s Guide 2016

This report will introduce the performance results enjoyed by intelligent contact centers, businesses that mastered how to deliver low-cost and high-impact customer interactions. We’ll also highlight four key attributes that enable these organizations to maximize their performance.

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The Intelligent Contact Center: Master Low-Cost & High-Impact Customer Interactions

This report will introduce the performance results enjoyed by intelligent contact centers, businesses that mastered how to deliver low-cost and high-impact customer interactions. We’ll also highlight four key attributes that enable these organizations to maximize their performance.

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Voice of Customer: How to Compete on Customer Experience in 2016 and Beyond

Customer demands have changed rapidly over the past several years. Buyers today are more selective than ever when it comes to purchasing decisions and showing brand loyalty. This report will highlight how top-performing organization go beyond capturing feedback and sentiment data, and actually us those insights to deliver superior Omni-channel experiences.

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How to Fund Speech Analytics and Maximize Its Business Value

Aberdeen has witnessed a growing number of touch points getting incorporated within customer / company conversations over the past two decades. These included social media, mobile applications, and live chat. The past decade, in particular, brought a substantial increase in not only the adoption, but also the frequency of use of these touch-points within customer experience management (CEM) programs. Despite these changes, phone and interactive voice response (IVR) remained as the touch-points companies use most widely to serve clients – phone: 97% and IVR: 82%. This report outlines the business value of utilizing speech analytics in helping firms maximize results of voice-based customer interactions.

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Using Gamification to Improve Contact Center Performance

Gamification is an innovation that has quickly attracted a large and loyal following because of its proven ability to improve engagement. Despite its rapidly growing adoption, gamification is frequently misunderstood and mischaracterized as a consumer marketing technique. In fact, the use cases and benefits are much broader. Consider: the use of gamification in sales operations is forecast to triple between 2016 and 2017 ; Gartner previously said 50 percent of corporate processes would be gamified, and that 40 percent of Global 1000 organizations would use gamification to support their business transformation strategies.

In this white paper, we take a look at a number of the most impactful ways to use customer engagement analytics insight beyond the contact center. We discuss use cases for marketing, operations/supply chain, and product issues, and offer a step-by-step guide for achieving company-wide implementation.

Download the white paper today to learn how your company can – and should – benefit more fully from customer engagement analytics.

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Customer Engagement Analytics Beyond the Contact Center

Customer engagement analytics software is quickly becoming a standard tool for optimizing the customer experience in the contact center, especially as more companies embrace omnichannel. But this only scratches the surface of the benefits organizations can enjoy when deploying analytics for customer engagement. To gain the most value, you need to leverage the insight gleaned from customer interactions throughout the entire business – not just the contact center.

In this white paper, we take a look at a number of the most impactful ways to use customer engagement analytics insight beyond the contact center. We discuss use cases for marketing, operations/supply chain, and product issues, and offer a step-by-step guide for achieving company-wide implementation.

Download the white paper today to learn how your company can – and should – benefit more fully from customer engagement analytics.

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The US Contact Center Decision-Makers’ Guide 2016

Interaction Analytics solutions offer opportunities for businesses to gain valuable customer insight, improve operational efficiency and develop contact center agent performance. Although businesses often implement Interaction Analytics to address one particular issue, for example automating the QA process, Interaction Analytics can provide insights that can improve the customer experience, save money, increase revenue/recovery and improve compliance.

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