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Customer Engagement Analytics White Papers
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.
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.
This report will highlight how speech analytics helps contact centers manage voice conversations by illustrating the business value companies observe by using this technology. We will also provide an overview of several capabilities necessary to maximize ROI from investing in speech analytics.
Voice is not ‘dead’ in the contact center. Its role has simply evolved. Speech analytics is a key part of helping firms successfully navigate this transition and get the most out of voice conversations.
A study by Bloomberg Business Week shows that delivering a great customer experience is a top objective for business leaders. If your business isn’t currently focused on creating a positive experience, you risk a bad reputation, a decline in performance, and a decrease in customer retention and revenue.
Speech analytics gives you a view into what customers actually think about your brand, products or services, and the overall experience you provide. When you have access to this vital information, you can take proactive measures to make changes and improvements. Once you do, you will be on the path to business longevity.
Read this Whitepaper to find out the 10 Best Practices You Need to Make the Most of Your Speech Analytics.
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.”
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.
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.
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.
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.
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.