Listen to your customers. Improve your business.
 

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

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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

Multichannel Use Expected to Rise Exponentially Over Next Two Years

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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

Study Reveals Importance of Positive Customer Interactions

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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

UK Businesses Struggle to Effectively Leverage Customer Information

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According to a Royal Mail Data Services report, 63.6% of UK companies claim they have out-of-date customer data.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

New Study Shows the Impact of the Customer Experience

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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

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

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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

UK Businesses Struggle With Internal Performance Metrics

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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

Contact Centers Prioritize Customer Service Performance Metrics

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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

Consumers Dissatisfied With Omnichannel Customer Service

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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

 

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.