Listen to your customers. Improve your business.

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


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


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


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

Research Shows Majority of Consumers Prefer to Speak with a Live Agent

live agent

April 15, 2015 – According to new research from inContact, the majority of U.S. adults prefer to speak to a live agent via phone or online chat versus using online self-service. The findings of inContact’s January 2015 customer experience survey also reveal that 84% of customers are in touch with customer service representatives an average more

Study Shows Office Acoustics Play a Significant Role in Workplace Productivity


April 3, 2015 – New research from Plantronics shows disruptive noise in an open office work environment can lead to serious consequences, including stress, physical ailments (headaches and migraines), and lost productivity. However, three-fourths of survey respondents across the UK, Germany, and France say their company has taken no action to resolve the issue. The more

Majority of Companies View Customer Experience Optimization as Important


March 26, 2015  – According to new research from Ensighten and Econsultancy, the majority of companies (96%) view customer experience optimization as important. Ninety-four percent of companies surveyed believe optimizing the customer experience will result in higher engagement and conversion rates and 66% believe it will lead to better brand perception. However, the majority of 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.