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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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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.

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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

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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?

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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.”

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