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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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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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