White Papers

Latest product news, technology updates, and best practices

( Registration required)

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

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.

  •  
  •  
  •  
  •  
  •  

Moving Beyond Interaction Analytics to an Omnichannel World

Omnichannel – it’s not just a buzzword. It’s the future of customer service and support. And it’s a future that is rapidly approaching. Consumers are coming to expect increasingly flexible, comprehensive experiences with brands in every sector, and soon businesses will have not only the opportunity to improve their engagement with their customers, but will in fact feel compelled to reach this level of performance to keep pace with their industry rivals.

To that end, contact centers are going to need to move beyond interaction analytics. While interaction analytics have proven invaluable in a multichannel environment, as omnichannel gains prominence this approach will no longer be sufficient. Instead, firms will need to understand and embrace Customer Journey Analytics, also referred to as Customer Engagement Analytics.

  •  
  •  
  •  
  •  
  •  

The UK Contact Centre Decision-Maker’s Guide 2015

The UK Contact Center Decision-Makers’ Guide 2015 is an annual report that studies the performance, operations, technology and HR aspects of US Contact Center operations.

The report contains an overview on Interaction Analytics including the business drivers, and its use for improving process optimization, compliance, customer satisfaction, revenue and operational performance.

In the report you will find reports and graphs on:

  • Use of interaction analytics by contact center size and vertical market
  • Analytics functionality being used
  • Insights provided with Analytics

  •  
  •  
  •  
  •  
  •  

Call Center IQ’s Executive Report on the Customer Experience

What defines a great customer experience? How can businesses create an ideal experience for their customers? New research, expert commentary and success stories presented in the Call Center IQ’s Executive Report on the Customer Experience, provides actionable insights that clearly indicate what both customers and businesses want.

Key Findings Include:

  • Who is responsible for customer experience
  • How do customer define a positive experience?
  • How can businesses create great experiences?
  • What are business leaders’ top initiatives for improving CX?
  • Is customer acquisition or retention more important?

  •  
  •  
  •  
  •  
  •  

9 Guidelines & 153 RFP Questions for a Customer Engagement Analytics Solution

The way we communicate as a society has changed profoundly in the last 10 years and though voice communications is still the dominant media, it is clear that email, text, chat, twitter and other forms of social media will continue to play a larger role in both personal and commerce interactions. In response, traditional call centers are transforming from a voice only environment to Omni-channel customer engagement centers. While the way we interact may be evolving, the primary objectives of optimizing contact interactions such as increasing revenue, improving customer satisfaction and mitigating risk remain constant. Automated Customer Engagement Analytics (formerly Speech Analytics) that captures 100% of contact interactions and produces results that impact revenue, provide actionable insights and trends data and improve compliance is no longer a “nice to have” but rather a “must have.”

  •  
  •  
  •  
  •  
  •  

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

Analytics is one of the more versatile and powerful innovations that has become available to contact centers. Today interaction analytics is being used to reduce call times and raise agent productivity and increase revenues from sales and collections operations. It is also used to improve adherence to best practices, improve documentation and compliance with TCPA (Telephone Consumer Protection Act), FDCPA (Fair Debt Collection Practices Act) and other regulations, optimize the customer journey across all contact channels and touchpoints, and provide a more efficient, satisfying, targeted and optimized customer experience.

  •  
  •  
  •  
  •  
  •  

The Guide to Customer Engagement Analytics

In this age of high performance demands, pressing regulatory guidelines and competition for customer loyalty, satisfaction and market share in contact center environments, the need for powerful interaction analytics capabilities is no longer a “nice to have” but rather a “must have”. Download this informative guide to gain a better level of understanding of how this game changing technology works and can be applied within your organization to support your business goals and objectives.

  •  
  •  
  •  
  •  
  •  

Understanding How Interaction Analytics Can Reduce Agent Attrition

The typical customer service representative interacts with current and potential customers approximately 1,000 times a month. Successful organizations understand that the quality of these customer interactions affects customer satisfaction and consequently customer loyalty.

Agent attrition can impact both in a negative way. Excessive attrition can also have significant economic impacts on the enterprise. In order to better understand the dimensions of the problem and assess the potential for Interaction Analytics to improve agent retention, CallMiner, working with Pelorus Associates, conducted a comprehensive examination of academic and industry research coupled with in-depth interviews with its customers and other industry thought leaders.

This paper presents a high-level overview of the challenge and the contribution of modern Interaction Analytics toward addressing the underlying causes of agent attrition.

  •  
  •  
  •  
  •  
  •  

US Contact Center Decision-Makers’ Guide 2015

The US Contact Center Decision-Makers’ Guide 2015 is an annual report that studies the performance, operations, technology and HR aspects of US Contact Center operations.

The report contains an overview on Interaction Analytics including the business drivers, and its use for improving process optimization, compliance, customer satisfaction, revenue and operational performance.

In the report you will find reports and graphs on:

  • Use of interaction analytics by contact center size and vertical market
  • Analytics functionality being used
  • Insights provided with Analytics

  •  
  •  
  •  
  •  
  •