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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.

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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.

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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.

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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

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DMG 2015 Speech Analytics Market Report

Speech analytics burst into the commercial market in 2003 and has rapidly become a “household name” in contact centers. Enterprises and companies of all sizes appreciate the power of speech (as well as text) analytics. They may not know how it should and can be applied, but they get the concept and appreciate the power and potential of an application that enables them to convert phone conversations into structured data that can be analyzed and used for the benefit of the organization (and hopefully) for the customer.

In the whitepaper, you will find:

  • Speech Analytics Vendor Satisfaction Analysis
  • Summary of Survey Findings and Analysis
  • Detailed Survey Findings and Analysis

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Telephone Consumer Protection Act (TCPA) Guide for Contact Centers

Recent changes in outbound dialing legislation and consumer protection regulations, specifically changes to the Telephone Consumer Protection Act (TCPA), have the outbound dialing sector scrambling.

Companies of all sizes in most verticals (with exception of fundraising and political campaigns), including outsourcers who use outbound technology to reach customers and prospects, are struggling to interpret and understand exactly what these new rules mean, their potential impact, and how to apply them.

In this whitepaper ,you’ll find:

  • 2013 Changes to the FCC Rules Under the TCPA
  • TCPA Enforcement
  • Tips to Help Contact Centers Comply with TCPA Requirements
  • How Dialing Vendors Can Help Enterprises with TCPA Compliance

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The Inner Circle Guide to Customer Contact Analytics

Most contact center solutions have a specific, easily-communicated reason for purchase, usually around cost savings. Customer contact analytics however has a different appeal to contact centers, and can be used in many different ways to address various business issues.

Customer contact analytics solutions are flexible and while many businesses initially implement customer contact analytics to solve a specific problem, successful usage of analytics solutions often encourage a more strategic approach to the technology.

In this whitepaper, readers will learn about:

  • Primary uses of Customer Contact Analytics
  • How to Build a Business Case
  • The Technology that Drives Speech Analytics
  • Overall Market Landscape
  • Case studies from British Gas & Savology

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Executive Report on Performance, Operations, and Technology

Always designed to serve customers, the call center is now committed to satisfying them. In order to honor that commitment, organizations must calibrate their call center operations with the notion of customer satisfaction.

This whitepaper, which includes survey results from today’s leading call centers, unpacks and assess the state of call center operations – from agent behaviors and quality measurements to technology solutions.

In this whitepaper, you will find:

  • What Leading Call Centers Are Doing Right
  • How Best-in-Class Operations Are Investing in People to Drive Higher Performance
  • Top Trends in Solutions, Technology, and Quality Assurance
  • Insights from Today’s Industry Thought Leaders

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Using Contact Analytics and Metadata to Boost Business Intelligence Results

Contact analytics is a powerful tool that can be used to automate agent performance, increase contact center efficiency, and gather valuable business intelligence. To maximize the value of an analytics deployment, leading companies are taking full advantage of contact metadata to uncover root causes and correlations.

In fact, the use of metadata within a contact analytics solution has a clear correlation to the accuracy and quality of results. Analysts can utilize layers of metadata to deliver personalized information to users quickly and efficiently.

This white paper explores how a multiplier effect can be achieved on business intelligence through uniting metadata with contact analytics, as well as best practices on optimizing all data sources for better results. It also includes:

  • Why is Metadata Relevant?
  • Metadata Benefits and Best Practices
  • British Gas Case Study

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Getting Started with Real-Time Speech Analytics

From high-growth sales, to legal compliance, to best-in-class customer satisfaction, maximizing agent performance in the call center is a top priority for today’s businesses. Smart call centers recognize the value of top performing agents: they can resolve issues quickly and efficiently, deliver better service, and mitigate risk for the organization by being complaint with increasingly complex regulations.

The issue call centers are facing today is that many have adopted a post-call speech analytics solution, meaning calls are not reviewed until they are over. In this fast-paced world where customer interactions are shared over social media as they happen and a bad customer experience can go viral in minutes, monitoring your agent performance in real-time is becoming increasingly important.

This whitepaper will show you how Santander Consumer USA successfully leveraged our real-time monitoring tool. It also includes:

  • Post-Call Analytics vs. Real-Time Monitoring
  • How Real-Time Monitoring Works
  • How to Deploy Real-Time Monitoring

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Choosing the Right Technology for your Speech Analytics Project

Speech Recognition technology is an important consideration for any successful speech analytics project. The core operation – finding exactly where a term was spoken in an audio file‐has had many characterizations over the history of speech recognition, including wordspotting, spoken term detection and audio mining – but a full speech analytics system builds on that to provide much richer detail about the content, so it can be useful for business intelligence applications.

In this whitepaper, we look at the history, research and tradeoffs between speech analytics approaches to help you determine the best approach for your speech analytics project. We also look at new techniques coming out of the labs, and whether they will have a significant effect.

In this whitepaper, you will find:

  • Best Uses for Phonetics
  • Best Uses for Transcription/LVCSR

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Use Speech Analytics in the Contact Center to Reduce Wrap-up Time and Decrease Costs

Today, more than ever, it is important to strengthen your relationship with customers. Equally compelling, contact centers are under more pressure than ever to do more with less. Unfortunately options are limited: either reduce headcount or keep headcount constant and increase workload. Neither option is very palatable. And saving money is no laughing matter.

Using CallMiner speech analytics, you can significantly reduce costs and create efficiencies that will dramatically improve your entire organization. The focus of this whitepaper is to illustrate how speech analytics can help you significantly reduce wrap up time thereby signficantly reducing costs.

In this whitepaper, you will find:

  • Wrap-Up Time Defined
  • Achieving Immediate ROI from Reducing Agent Wrap-Up Time
  • How Call Categorization Works to Eliminate Wrap-Up Time

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The Delicate Balancing Act: Using Speech Analytics to Optimize Collections and Mitigate Risk

If your collections center is making thousands of calls an hour or a day, how do you know what is happening on collector-debtor interactions? Without listening to every conversation, you don’t. In general, you don’t know what you don’t know. It’s scary but true.

In this whitepaper, we look at the various ways CallMiner Eureka Speech Analytics can help you listen to every collector-debtor interaction without listening to every call or reviewing every chat session. By understanding what is occurring in every interaction, you can ensure collectors are both efficient and compliant.

In this whitepaper, you will find:

  • Profile & Characteristics of the Collections Industry
  • How Speech Analytics Works
  • Benefits of Using Speech Analytics in a Collections Center

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Making the Grade: Using Automatic Scorecards to Improve Agent Performance

The measure of success (or failure) of a call center is simply the sum of the performances of each of its agents. In order to improve agent performance a call center must find a way to affect and sustain change in the behavior of every agent, on every call.

Speech analytics gives call centers the complete, consumable picture they need in order to positively and quickly effect change in the performance of their agents – while continuously measuring progress towards their overall goals.

This white paper looks at how automatic scorecards can improve agent performance. It also includes:

  • Traditional Quality Monitoring Overview
  • Common Call Monitoring Problems
  • How Eureka Speech Analytics Works

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Running Off the Leash: Cloud-based recording and voice analytics will clearly reveal the Voice of the Customer

A parable in the information technology industry is that the velocity of technology change enables breakthrough advances every three years. This is now true with the onset of In-Network Analytics. Using the pristine quality of VOC captured directly in the Telco network, the enterprise now has an opportunity to inexpensively and simply make conversational analytics available in real-time from a data source that is native, uncompressed and speaker separated.

Whether employing an in-sourced contact center model, utilizing BPO’s for outsourcing or the combination of both, the enterprise will now be conducting voice of customer analysis from an intelligence layer that is utterly comprehensive and provides complete consistency and transparency.

This whitepaper looks at how cloud-based recording and voice analytics can reveal the Voice of the Customer. It also includes:

  • Call Center Challenges
  • Benefits of Cloud Reporting & Voice Analytics
  • CallMiner VOC Solutions

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Continuous Process Improvement in the Contact Center and Beyond: Featuring Case Studies from Saveology

As companies evolve their Customer Relationship Management (CRM) strategies to attract and maintain customers, the contact center has emerged as an important strategic asset. The agents staffing these call centers have a direct impact on customer acquisition and satisfaction. In order to continue providing excellent service, more companies are turning to advanced analytics to ensure that their contact centers are performing at a high level.

In addition, market leaders are using insights from customer interactions to uncover sales, marketing, and operational improvement opportunities that touch every branch of the business. Contact center analytics is now being leveraged to provide more than just performance feedback to front line employees; the intelligence mined from customer interactions is driving continuous process improvement throughout the entire organization.

This whitepaper looks at several contact analytics case studies and also includes:

  • The Business Impact of Contact Analytics
  • How Contact Analytics Works
  • How to Deploy Real-Time Monitoring

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Increase your First Contact Resolution: Featuring a case study from Pershing

Resolving a customer’s needs within the first contact is widely accepted as one of the most important measures of success in contact centers today. It also has a powerful, positive effect on both financial and performance metrics. Not only does first contact resolution reduce costs and increase service levels by cutting down on the number of customer contacts, it is one of the primary drivers for improved customer satisfaction, increased retention, and higher revenues.

According to DMG Consulting, “too many companies struggle to realize the full benefits of their FCR initiatives because they do not know how to convert the findings into action.” This paper will discuss how contact analytics can be used to accurately measure FCR and how those insights can be used to improve business processes.

This whitepaper shows how contact analytics can help with first contact resolution and includes:

  • How Contact Analytics Works
  • How Contact Analytics Enables Action
  • The Importance of Agent Feedback
  • Perishing LLC Case Study

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