Reduce Churn and Increase Customer Satisfaction with Speech Analytics
Author: Jason Napierski, Product Marketing Manager, CallMiner
Abstract: According to Gartner, a 5% improvement in customer retention can increase business profits anywhere from 25% to 125%. Contact analytics can ensure that your agents have a positive impact on customer experience by providing insight into all aspects of sales, marketing, customer service, and operations. Automatic scoring can reveal which agents are performing well, which are falling behind, and which customers are at risk for churn. The case study in this whitepaper will discuss how a healthcare insurance provider used contact analytics to identify and remarket to potential “at risk” customers, dramatically increasing retention rates.
Continuous Process Improvement in the Contact Center and Beyond: Featuring Case Studies from Saveology
Authors: Jason Napierski, Product Marketing Manager, CallMiner
Niki Pirone, Business Analytics Manager, Saveology
Abstract: As companies continue to 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 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 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.
Increase First Call Resolution with Speech Analytics – Featuring a Case Study from Pershing LLC
Author: Jason Napierski,
Product Marketing Manager, CallMiner 2012
Abstract: 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 and it 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.
Open Enrollment and Healthcare Reform: Using contact analytics to turn a challenge into an opportunity
Author: Jason Napierski,
Product Marketing Manager, CallMiner 2012
Abstract: Contact centers in the health insurance industry face significant challenges during the open enrollment process. Increased call volumes lead to the hiring of temporary agents that are less effective in dealing with customers. Additional pressures from changing regulations and the large influx of new customers and questions only add fuel to the fire. This paper discusses how leveraging contact or speech analytics can help providers through these challenges and specifically outlines a case study for how speech analytics can be used to retain customers.
Running Off the Leash: Cloud-based recording and voice analytics will clearly reveal the Voice of the Customer.
Author: Jeff Gallino,
Chief Technology Officer, CallMiner 2011
Abstract: 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 VOC analysis from an intelligence layer that is utterly comprehensive and provides complete consistency and transparency.
New: Making the Grade: Using Automatic Scorecards to Improve Agent Performance
Author: Michael Dwyer,
Vice President Research and Development, CallMiner 2011
Abstract: The measure of success (or failure) of a contact center is simply the sum of the performances of each of its agents. In order to improve agent performance a contact center must find a way to affect and sustain change in the behavior of every agent, on every call. CallMiner Eureka 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.
Using Speech Analytics to Optimize Collections and Mitigate Risk
Author: Michael Ullrich,
Vice President Research and Development, CallMiner 2010
Abstract: 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. With CallMiner Eureka Speech Analytics you can listen to every collector-debtor interaction without listening to every call or reviewing every chat session. More importantly, although every conversation matters, what is actually discussed in those collector-debtor interactions matters more.
Reduce Wrap-Up Time and Decrease Costs with Speech Analytics.
Author: Jeff Gallino, CallMiner Chief Technology Officer, 2009
Abstract: 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. Gallino estimates that a 500-seat contact center can experience annual savings in excess of $520,000 by reducing Wrap-Up Time using CallMiner Eureka’s automatic call categorization.
Planning for Success-Nine Guidelines & 74 Essential RFP Questions for a Speech Analytics Selection Process
Author: CallMiner Services and Support; Marketing, 2008
Abstract: Employ these best practices to ensure your speech analytics solution delivers actionable results quickly. If you are planning to issue a RFP, consider asking these questions to all vendors. You will be surprised at the answers. For each section the very important questions are in boldface type. One of nine guidelines:
Choosing the Right Technology for your Speech Analytics Project
Author: Marie Meteer, Ph.D., 2010
Abstract: 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. There has been a long‐standing debate between the merits of two very different approaches to solving the speech recognition challenge ‐ phonetic search vs. transcription based (often called LVCSR for Large Vocabulary Continuous Speech Recognition1). In this paper, we look at the history, research and tradeoffs between these 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.
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