White Papers

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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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