Listen to your customers. Improve your business.
 

New Data Points to a Healthy U.S. Contact Center Industry

outsourced-call-center-agent

During Q3 2015, the U.S. contact center industry saw a total of 22,265 new positions added, minus 5,678 jobs that were cut due to force reductions and closures, reports a recent Smart Customer Service article. The data, compiled by Dallas-based Site Selection Group and analyzed by nonprofit organization Jobs4America, shows a net total of 16,587 more

Be Sociable, Share!

    Multichannel Use Expected to Rise Exponentially Over Next Two Years

    Students Learning Education Social Media Technology

    According to a recent Call Centre Helper (CCH) article, multichannel use is predicted to rise exponentially over the next two years. Video is expected to increase 311%, while WhatsApp will grow by 470%, reports CCH. As noted in the article, which references an Intercom survey of more than 400 contact centers, voice will remain the more

    Be Sociable, Share!

      Study Reveals Importance of Positive Customer Interactions

      optimized-customer-experience

      According to the Belding Group’s “The Science of WOW — the Formula of Viral Customer Experience” report, customer service interactions have a big impact on customers and their willingness to share those experiences with others. With technological advances over the last 10 years, customer service has become increasingly important and is the last competitive distinguisher for more

      Be Sociable, Share!

        UK Businesses Struggle to Effectively Leverage Customer Information

        automated-quality-monitoring

        According to a Royal Mail Data Services report, 63.6% of UK companies claim they have out-of-date customer data.  Other survey findings show that 62.8% have incomplete customer data and a further 60.1% have barely any customer data at all. The problem is due to the system of data capture and validation in most companies, according more

        Be Sociable, Share!

          New Study Shows the Impact of the Customer Experience

          the-customer-experience-hashtag

          According to a research study from NewVoiceMedia, 71% of customers would recommend a business to others following a positive customer experience.  Twenty-one percent, would, however, seek “revenge” (i.e., posting a negative review online or venting frustration on social media) after an unsatisfactory company interaction. A Call Centre Helper article covering the findings from NewVoiceMedia’s summer more

          Be Sociable, Share!

            Marketers Prioritize Omnichannel Interaction but Feel Ill-Equipped to Execute Campaigns

            omnichannel-analytics

            According to the latest MyCustomer article, 73% of marketers recognize the influence of omnichannel interaction on conversion as “major,” but 35% say their businesses aren’t equipped to deliver omnichannel marketing campaigns. Sixty-eight percent of marketers also say it’s a priority for “all marketing to be integrated across channels,” reports the Cross-Channel Marketing Report (backed by more

            Be Sociable, Share!

              UK Businesses Struggle With Internal Performance Metrics

              customer-service-agent

              According to the latest Call Centre Helper article, 59% of UK businesses cannot produce reports that track customer service agent, contact center, sales, and support team performance. Furthermore, 63% claim their business can’t accurately predict call volumes, reports an Enghouse Interactive survey mentioned in the article. The absence of reporting capabilities extends to companies’ current more

              Be Sociable, Share!

                Contact Centers Prioritize Customer Service Performance Metrics

                customer-service-performance-metrics

                According to the latest Smart Customer Service article, contact centers are increasingly prioritizing customer service performance metrics. Eighty-three percent of contact centers measure their accessibility, defined as the level of ease their customers have in reaching them, reports research from the International Customer Management Institute’s (ICMI) Understanding Modern Contact Center Metrics study covered in the more

                Be Sociable, Share!

                  Consumers Dissatisfied With Omnichannel Customer Service

                  dissatisfied-customer-service

                  According to a recent research study from eGain and Forrester Consulting, 65% of consumers view omnichannel customer service as either “about the same” or worse” compared to a year ago. Other findings show that customers rate the following channels as stagnant or worse: contact center customer service (68%), IVR self-service (67%), web self-service (63%), and more

                  Be Sociable, Share!
                     

                    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.