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Use Big Data for a chance of having a Big Year in 2017

    Post by: Frank Sherlock, VP, International, Sales “AN AGE of uncertainty is upon us” according to The Economist. Many other sources suggest that 2017 will carry a lot of unknowns, both for businesses and individuals alike. We could just wait and see what happens. But, as the saying goes, “failing to prepare is preparing to fail”. In a world of uncertainty, being able to […]

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Why You Should Add Predictive Analytics to Your CEM Toolbox

You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one.  Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […]

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How Companies Can Best Leverage Customer Data

In today’s fast-paced, consumer-driven marketplace, customer communications channels abound.  Gone are the days of simply picking up the phone and contacting customer service.  Instead, customers communicate with companies through numerous channels, including social media, email, live chat, and more. So what does this mean for companies looking to provide optimal customer experiences? In order to […]

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How Did Speech-Reco Get So Much Better So Quickly?

By: Mike Dwyer, Vice President Research & Development, CallMiner You may have noticed that the speech recognition in your phone (Siri) or your car (Ford Sync, BMW DragonDrive), or your home (Alexa) has gotten remarkably better in the past 18 months (or you may still not be using it because of that one time it […]

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Key Takeaways & Highlights from LISTEN 2016

Last week, CallMiner hosted our eighth annual LISTEN user conference and customer engagement analytics event.  LISTEN 2016, which took place at the beautiful Opal Sands Hotel in Clearwater Beach, Florida, featured sessions, keynotes, and roundtable discussions on speech analytics, customer experience, call center efficiency, and more. At its core, LISTEN is an event designed to […]

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LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics

In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. Forrester, in fact, reports that the revenue […]

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7 Tips for Providing Exceptional Customer Experiences

If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human.  Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]

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7 (More) Call Center Best Practices

There is no denying that an efficient call center is one where agents address customer concerns in a prompt and thorough manner, creating meaningful relationships with customers at each and every point of interaction. But, the question is: What does it take to establish a well-organized and efficient call center? Earlier this year, we brought […]

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3 Ways Interaction Analytics Helps Maintain PCI Compliance for Call Centers

In today’s consumer marketplace, e-commerce plays a crucial role.  Statistics show that 40% of worldwide Internet users have bought products or goods online via desktop, mobile, tablet, or other online devices.  This amounts to more than 1 billion online buyers and is projected to continuously grow. What this means is that organizations with e-commerce platforms […]

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5 Reasons Speech Analytics Is Critical in Call Center Collections

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments while maintaining quality service and strict compliance. Add to that complexity an increasingly strict regulatory environment and you’re left with collections firms under pressure to make sweeping and costly changes in order to remain competitive in […]

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