Listen to your customers. Improve your business.
 

Customer Satisfaction Prioritized Over Average Handling Time in Contact Centers

customer-satisfaction

According to a new Call Centre Helper survey, 95% of contact center professionals consider customer satisfaction to be “very important,” as compared to just 46% who consider average handling time to have the same level of importance. Survey findings, which include responses from 600 contact center professionals, also reveal that first contact resolution (77%) and more

Report Finds Self-Service Doesn’t Equate to Customer Satisfaction

little-operator-000063196827_XXXLarge

Seventy-five percent of people are “highly annoyed” by the increasing trend of self-service in customer service departments, reports the Consumer Reports National Research Center. Not being able to speak to a live customer service representative is said to be the biggest frustration among customers, according to the report.  Other survey findings reveal that respondents view more

Report Shows 62% of Global Contact Centers Viewed as Inefficient Internally

speech analytics

According to the International Customer Management Institute (ICMI)’s latest report, 62% of global contact centers are considered cost centers within their companies and are viewed internally as being inefficient.  The “Collapse of the Cost Center: Driving Contact Center Profitability” report shows just 27% of contact centers are effectively measuring and reporting their service level.  Findings more

New Study Shows Multiple Benefits to CEO Involvement in Customer Experience

Customer Experience

According to a recent Economist Intelligence Unit survey, 59% of global senior executives report higher revenue growth when CEOs become actively involved in the customer experience (CX). Fifty-eight percent of executives also report enhanced profitability as a result of CEO involvement in CX. Seventy-one percent of those surveyed state that they’ve viewed customer experience as an investment more

Resolving Customer Issues Requires Navigating Through Multiple Channels

customer experience

According to a survey from management consulting firm Northridge Group, 61% of consumers report they’re not able to get customer service issues revolved through a single channel.  Getting problems resolved involves navigating through three or more channels of communication, says one-fifth of respondents who participated in the survey.

FCC Declaratory Ruling on TCPA Protects Consumer Rights on Consent to Call

Consumer protection

July 17, 2015 – In its highly anticipated Declaratory Ruling, the FCC has affirmed vital consumer protections under the Telephone Consumer Protection Act (TCPA) and clarified its definition of “pro-consumer uses of modern calling technology” for businesses. The Ruling, which became effective immediately upon release, was approved by a 3-2 vote July 10. As part more

Global Customer Relationship Management (CRM) Market Increases by 13% in 2014

crm

June 18, 2015 – New research from Gartner shows the customer relationship management (CRM) market increased from $20.4 billion in 2013 to $23.2 billion in 2014, representing a 13.3% increase in spending. As noted in a Smart Customer Service article on the research findings, spending in North America and Western Europe generated the bulk of more

Report Shows Virtual Assistant Market to Surpass $3 Billion by 2020

virtual-agent

May 29, 2015 – A new report from Hexa Research shows the virtual assistant market is predicted to surpass $3 billion by the year 2020. According to a Smart Customer Service article on the research findings, an increased focus on effective client communication and a growing demand for self-reliance will drive the market over the more

Report Finds Web Self-Service Growing as Preferred Customer Communications Channel

multi-channel-analytics

May 18, 2015 – New Forrester research shows Web self-service has grown as a preferred customer communications channel over the past several years. Sixty-seven percent of consumers surveyed by Forrester used Web self-service in 2012, as compared to 76% in 2014. A Smart Customer Service article on the research findings notes, despite the innumerable benefits more

 

About CallMiner

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.