Call center analytics employ a variety of tools and techniques through various support channels to keep the call center operations at peak performance. The process if concerned with the prediction of probabilities and trends. The central element of the system is called "the predictor" which is a variable employed to predict the behavior of an individual or entity. Statistical models are formulated based on the information gathered. These models are employed to make predictions which are applied to many research areas such as genetics, economics, marketing performance etc. Call centers analyze the data by combining information from the past and present and predicted future actions to improve customer experience management.
How Financial Services are Achieving Technology-Enabled Competitive Advantage
White Paper By: Adlib
Competitive advantage in the financial services can be achieved by delivering an exceptional customer experience. This, as we all know, is a Herculean task and questions like “How to drive the business growth in financial services industry?”, “How financial services are achieving technology-enabled competitive advantage?”, “How the management of business...
Building your brand around better customer service
White Paper By: Plantronics
In today’s omni-channel world, customer service centers play a vital role in building brands and growing revenues. The outcome of all the customer interactions is the customer experience, and it is this experience that the customer associates with your brand. Organizations need to rebuild around the customer experience and ensure every department understands its role in delivering the...
Using Gamification to Improve Contact Center Performance
White Paper By: CallMiner
Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics. When contact center agents are more engaged at work, enterprises can optimize engagement with customers. This whitepaper provides you insights...
Speech Analytics: Convert Voice of The Customer Into Business Success
White Paper By: CallMiner
Speech analytics as a technology is used to analyze customer conversations taking place through phone and/or interactive voice response (IVR) during or after the call. Don’t just analyze data, use speech analytics to deliver actionable guidance to employees to support them in doing their jobs. Research shows that 37% of speech analytics users currently use voice biometrics in support...
Cloud Versus Premise: A Decision Framework for Contact Center Technology
White Paper By: Altivon
Competing in today's highly competitive environment requires enterprises to have an agile technology infrastructure to support customer service and to achieve the greater corporate objective of improving the customer experience. In contact centers, choosing between cloud and premise can be confounding. We advocate a decision framework and the same fundamental decision framework for...
Increase Your Per-Agent Debt Collection Revenue By Over 200%
White Paper By: Ameyo
Fueled by many reasons, the debt collection industry has been growing and gaining more importance, forcing companies to adapt to this trend. By using a Dialer for handling large volumes of debtors, companies can increase productivity and minimize the number of interactions to reach the right party. This whitepaper on “Increase your per-agent debt collection revenue by over...
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