Listen to your customers. Improve your business.

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


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


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.