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3 Best Practices for First Call Resolution

Today’s competitive consumer marketplace demands that customer-facing companies adopt strategies to foster meaningful interactions with customers.  It’s no longer enough to provide good customer service – organizations need to constantly be thinking about now to build and maintain customer relationships to drive customer loyalty and retention. Forrester’s latest “State of Loyalty Strategies” report, in fact, […]

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Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

By definition, “customer engagement” is an effect, a reaction, a connection, a response, and/or an experience of customers with one another, with a company, or with a brand. But what does customer engagement actually mean? According to CRM expert Paul Greenberg, the first step toward establishing valuable customer engagement is understanding what value means to [...]

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3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […]

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What Can You Do to Maximize Your Speech Analytics Technology?

Speech analytics in the call center holds many advantages: reduced operating expenses, outstanding customer experiences, increased company revenue, and reduced customer attrition. By giving you critical insight into agent performance (as well as customer sentiment), speech analytics can result in a more effective call center operation overall.

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Call Center Phone Scripts: Are They a Thing of the Past?

It should come as no surprise that customer service has a significant impact on customer loyalty. Companies are 14 times more likely to sell to an existing happy customer than to a new customer. What’s more, the vast majority of customers (97%) consider customer service to be very important in their choice of and loyalty […]

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5 Ways Speech Analytics Helps Improve the Patient Experience

If there’s any industry that’s in the midst of a transformation, it’s healthcare. Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach […]

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How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer? Maybe you received the wrong item you’d ordered online, called customer service, and had the correct item delivered to your doorstep the next morning. Maybe you tweeted at a company to get a quick response to a problem or question and got […]

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Introducing CallMiner’s New Customer Engagement Optimization Interactive Community

In today’s customer-centric marketplace, the customer experience is everything. Research shows 55% of customers are willing to pay more for a “guaranteed” good experience – meaning customers are no longer satisfied with just being promised a good experience. So what does this mean for companies looking to compete on the basis of the customer experience? […]

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3 Reasons Every Call Center Needs an Agent Performance Dashboard

There is no denying that customer service representatives are the lifeblood of the call center. Not only are they on the front lines interacting directly with customers, but they also have the ability to positively (or negatively) impact the customer experience. So what’s the best way to drive agent performance improvements and ensure that customers […]

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Ask the Experts: What Are Your First Call Resolution Best Practices?

Recent data shows that 80% of business executives view customer loyalty as their primary marketing initiative for the next year. Which metric accurately corresponds to customer loyalty? First call resolution (FCR) – often considered the most important KPI to measure and track within a call center– is directly linked to a consumer’s level of satisfaction […]

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