Imagine unlocking the hidden potential in every customer interaction. Speech analytics isn’t just about understanding words—it’s about decoding customer sentiment, identifying trends, and transforming raw conversations into strategic gold. In a world where customer experience reigns supreme, businesses armed with powerful analytics tools and expert insights aren’t just participating—they’re revolutionizing the game.
At RDI, we’re at the forefront of this revolution. By harnessing the combined power of CallMiner and Tableau, we don’t just analyze calls—we unveil the stories behind them, empowering businesses to make data-driven decisions that elevate customer experiences and drive measurable results.
The RDI Advantage
RDI stands out in the field of speech and data analytics. Our team of highly experienced speech analysts is equipped to assist clients at any stage of their speech analytics journey, whether they’re just starting out or have an existing team that needs additional support.
Our Core Strengths:
- Comprehensive Analysis: We analyze 100% of interactions, ensuring no valuable insight is missed.
- Customized Solutions: From consulting to content building for QA scorecards, we tailor our approach to your specific needs.
- Insights Development: We mine recordings for hidden insights to improve operational efficiencies.
- Flexible Partnership Models: Whether you need a consultative approach, managed service, or integration support, we’ve got you covered.
Leveraging Cutting-Edge Tools
We combine our expertise with industry-leading tools to deliver unparalleled insights and value to our clients.
CallMiner: The Heart of Our Analytics
CallMiner is our primary tool for speech analytics, offering robust features that allow us to delve deep into customer interactions. Its capabilities in data visualization, automated call scoring, and call categorization enable us to provide a comprehensive view of customer sentiment and agent performance.
For New Clients:
Our journey with new clients begins with a thorough assessment of their specific needs, covering areas such as:
- Agent quality
- Effectiveness
- Risk and Compliance
- Voice of the customer
- Operational efficiency
- Customer journey mapping
We then create automated QA processes based on existing manual scorecards, enhancing efficiency and consistency. Our team meticulously defines criteria for call selection and calibrates automated scoring with manual scoring to ensure accuracy and reliability.
For Existing CallMiner Users:
We offer advanced analytics and consultation services for clients already using CallMiner:
- Detailed examination of existing CallMiner data to identify trends, inefficiencies, and improvement opportunities
- Top-down review and audit of existing CallMiner indicators and scores
- Creation of new indicators to enhance current setups
- Best practices and recommendations on commonly used indicators
Our recommendations are designed to grow your speech analytics program, prioritize objectives, and ensure you have the necessary indicators and content within CallMiner to achieve your goals effectively.
Using RDI’s CallMiner Instance:
For clients preferring to leverage our expertise fully, we offer a comprehensive managed service:
- Utilization of our CallMiner platform to analyze client calls
- Management of the entire process by our certified analysts and data scientists
- From call recording transcription to detailed analysis
- Delivery of full speech analytics benefits without the need for in-house resources or expertise
Tableau: Bringing Data to Life
While CallMiner excels in data extraction and analysis, Tableau transforms complex data sets into intuitive, interactive dashboards. This powerful visualization tool is crucial for presenting insights to clients clearly and impactfully.
Data Presentation with Tableau:
- Interactive Executive Dashboards:
- Provide high-level overviews for senior management
- Offer snapshots of key performance metrics and trends
- Allow stakeholders to navigate data independently and uncover custom insights
- Detailed Agent Scorecards:
- Display comprehensive performance metrics for individual agents
- Identify strengths and areas for improvement
- Facilitate personalized coaching and development plans
- Trend Analysis:
- Track call trends and key performance indicators over time
- Enable easy strategy adjustments based on visual data representation
- Provide powerful visualization capabilities for complex data sets
By combining CallMiner’s analytical power with Tableau’s visualization capabilities, we deliver a comprehensive solution that not only uncovers deep insights but also presents them in a way that drives action and results.
The RDI Difference: Expertise Meets Innovation
What sets us apart isn’t just our tools, but how we use them. Our team combines deep industry experience with a research-driven approach, delivering insights that go beyond surface-level data. This unique combination enables us to provide clients with strategic recommendations that drive real business results.
Our strong partnerships with industry leaders give us early access to new features and innovations, ensuring we’re always leveraging the latest advancements in speech analytics.
Key Benefits:
- Improved sales, retention, and booking effectiveness
- Enhanced operational efficiency
- Elevated agent quality
- Strengthened risk and compliance metrics
- Deeper voice of the customer insights
- Optimized customer journey outcomes
Ready to Elevate Your Customer Interactions?
We don’t just provide data; we offer clarity, strategy, and actionable insights. Our comprehensive approach, powered by industry-leading tools and seasoned experts, ensures you receive unparalleled support.
Whether you’re looking to optimize agent performance, improve key metrics, or gain a deeper understanding of your operations, RDI is your strategic partner.
Ready to unlock the full potential of your speech analytics? Let’s transform your customer interactions into powerful business insights. Contact our team today and take the first step towards redefining your customer experience.