All Research Sponsored By:CallMiner
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The CallMiner Churn Index 2020
Two years ago, CallMiner commissioned a survey to find out why US consumers leave providers. What they uncovered was a switching epidemic – with call centers playing a pivotal role in whether consumers stay loyal or decide to switch. This year, they decided to repeat the exercise to see what’s changed. Explore the results in this report.
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Listening to the Contact Center to Overcome Pandemic Challenges
Download this white paper to learn how listening to contact center interactions can help overcome pandemic challenges and get tips on crafting a CX strategy that will be successful post-pandemic.
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Remote Agents: Managing a WFH Contact Center
Download this white paper for expert advice on how to manage a WFH contact center.
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Contact Center Practices and Guidelines for Managing Through COVID-19
Download this DMG Consulting report to explore best practices and guidelines for managing contact centers during COVID-19.
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How MTM Leveraged Customer Feedback to Improve CX with CallMiner
MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.
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Using Automated Scorecards to Improve Agent Performance
When Quality Monitoring (QM) and recording processes were introduced, call center supervisors were able to monitor agent activity, but with all the communication channels used today, legacy QM tools are no longer adequate. Download this white paper to learn about a more modern way to create quality scorecards with speech analytics and automation.
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Leveraging Emotion to Improve & Elevate Contact Center Performance
Open this white paper to learn the importance of leveraging emotion to improve contact center performance, and the changes you can make today to start improving quickly.
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How Holiday Inn Re-vamped their Contact Center with CallMiner
Holiday Inn Club Vacations is a collection of resorts in the U.S. Hoping to expand their contact center and better meet compliance requirements, the company implemented CallMiner’s Eureka platform. Learn about Holiday Inn’s experience and the benefits Eureka helped them realize in this brief video.
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The CX Pro’s Guide to Speech Analytics
Speech analytics solutions have traditionally been used by the contact center, but that may be changing as more organizations adopt them elsewhere. Download this “CX Pro’s Guide to Speech Analytics” to explore all the need-to-know details and learn how you can use them to enhance and improve CX.
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Measuring Voice of the Customer
With your customers expecting increasingly personalized experiences, there’s one thing you can benefit from understanding better: The Voice of the Customer (VoC). In this whitepaper, learn about the importance of VoC, how to measure it with data-driven strategies and tools you can use to improve to CX with VoC insights.
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10 Ways Speech Analytics Empowers the Entire Enterprise
If you are in the C suite of an organization with a call center, it’s highly likely you see it as a business cost. But, perhaps it’s time to change that view. Download this guide for 10 ways to use the engagement data captured from your call center to transform your organization’s performance and results.
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Call Center Quality Assurance Guide
In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.
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Using Interaction Analytics to Digitize & Optimize Contact Center Performance
In this white paper, learn about interaction analytics and explore how interaction analytics can help give contact center agents and managers the tools they need to perform at their best.
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How AI Improves the Customer Experience
Customer experience has emerged as a critical driver in competitive differentiation and revenue growth. As a result, the tools needed to manage customer interactions are changing. In this white paper, explore how AI is revolutionizing the customer experience, and decide if AI is right for your organization's customer service strategy.
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How Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance
In this white paper, discover how companies are increasing compliance with interaction analytics, and explore how interaction analytics can help organizations improve contact center performance while increasing compliance with regulations from TCPA, HIPAA, EFTA, CFPB, and more.
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How to Improve Sales Effectiveness in Contact Centers with Interaction Analytics
In this white paper, explore how interaction analytics can make contact center operations more intelligent, and uncover the best practices needed to gain insight into your customers and drive sales.
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Improve the Customer Experience with Speech Analytics
Download this white paper to explore how interaction analytics work, and review how speech and interaction analytics can help your organization improve customer satisfaction, increase productivity, and create stronger customer support teams.