How Interaction Analytics Can Reduce Agent Attrition

Undcalminer.agent.attrition.image.april.2016erstanding How Interaction Analytics Can Reduce Agent Attrition

The typical contact centre agent interacts with current and potential customers approximately 1,000 times a month. Successful organisations 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 white paper presents a high-level overview of the challenge and the contribution of modern Interaction Analytics toward addressing the underlying causes of agent attrition.

Additional Information

callminer.Engagement-Optimization.image.april.2016.448To download the White Paper Click Here

For additional information on CallMiner visit their Website

CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading cloud-based voice of the customer analytics solution automatically analyzes contacts across all communication channels: calls, chat, email, and social. CallMiner offers both real-time monitoring and post-call analytics, delivering actionable insights to contact center staff, business analysts, and executives. The results include improved agent performance, sales, operational efficiency, customer experience, and regulatory compliance. With over 10 years of industry leadership and over 2 billion hours of conversations analyzed, CallMiner serves some of the world’s largest call centers, delivering highly effective, usable, and scalable speech analytics solutions.

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