Listen to your customers. Improve your business.

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

Study Shows Customer Satisfaction Levels Are on the Rise


March 19, 2015 – A new report from CFI Group shows customer satisfaction levels have improved over the past year. Data compiled from consumers across various sectors in 2014 reflects a customer satisfaction score of 72 (out of 100), a three-point improvement from the previous year. However, a Smart Customer Service interview with CFI CEO more

Study Shows Customer Experience Trumps Sales Performance


March 6, 2015 – New research from Business Systems reveals that contact centers prioritize the customer experience over sales performance. According to the “Customer Service in 2015” report, contact center professionals are less driven by the commercial benefits of their technology investments than they are by providing quality customer service. When asked the question “What 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.