Customer experience analytics describes a means to find and collect information about prospects and customers, and how that data is analyzed. Using customer experience (CX) analytics properly can yield a range of benefits, including: Highlighting problem areas within the sales and marketing procedures Finding ways to better serve customers (product updates, new features, etc.) Improve […]

Got a superstar in your organization who has gone above and beyond with their use of CallMiner and our suite of products to achieve great results and improve outcomes? Then now is your chance to honor that rockstar who is creating great results and positive change for your organization by nominating them for the prestigious […]

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat. […]

A customer experience map is made up of all of the touchpoints a customer could or does have with your organization as well as the interactions that take place at each touchpoint. Similar to customer journey maps, customer experience maps go one beyond simply mapping the touchpoints, also analyzing customer behavior and customer-brand interactions across […]

Contact centers contain a plethora of data that can drastically impact customer experience and your customer’s overall relationship with you. It’s the place where the voice of the employee, voice of the customer and the overall brand perception is conveyed. With all the interactions and words being exchanged and the importance of the insights that […]

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail […]

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights. If you missed any of the webinars, we are replaying them all during our Webinarstock virtual […]

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! We are […]

The CallMiner Churn Index shows that listening is critical to keeping customers loyal. Listening to a customer seems like a relatively simple ask, but many contact center agents are getting it wrong. Well more like, they aren’t being trained and monitored well enough to know if they are getting it wrong. Shockingly, less than a […]

A positive, engaging customer experience fosters customer loyalty and drives growth. In fact, 86% of customers say they’re willing to pay more for a better customer experience. According to Walker’s Customers 2020 report, customer experience is poised to overtake price and product as the top brand differentiator. But how do you know if your customer […]

Customer experience management is the process of controlling interactions with leads and buyers at an organization with the goal of providing satisfactory care. Managing the experiences of customers is something that can seriously affect the overall health of a business. A poor customer experience (or CX) with a brand can lower satisfaction, retention and even […]

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019. This year’s conference theme, ‘Velocity to Vision’ will center around the technologies, services and best practices that drive speed to interaction insights and improved customer outcomes. LISTEN 2019 will feature appearances from leadership and customer experience […]

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, motivate your team to succeed, and most importantly, to stay informed […]

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! We will have hosting activities at our booth #213 throughout this week’s event in Las Vegas at the Mirage Hotel and Casino. Tuesday, June 25 […]

According to a survey by Sabre published in Forbes of more than 100 airline executives,  51% said lack of technology stops them from improving customer experience.  Moreover, Accenture said about the airline industry,“Both traditional and low-cost carriers need new strategies to differentiate themselves from competitors and digital (including real-time analytics) can be a key difference […]

The CallMiner Churn Index shows that listening is critical to keeping customers loyal. When asked about their emotional state before making a call to a call centre, the top response by almost half of consumers (46%) is that they just want someone to listen to them – in other words show empathy! Listening to a […]

Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies. Whether you employ scripted language for greeting customers or closing sales or offer special guidance for agents who handle difficult customer interactions, such as agitated customers, scripts can be useful […]

Call center agents interact with more customers daily than any other department of your company – and these conversations tend to be what makes or breaks the customer’s perception of the brand. That’s why it’s crucial to plan for every type of problem that a contact center agent could encounter, and that begins with not […]

Analytics has been changing the bottom line for businesses for quite some time. Now that more companies are mastering their use of analytics, they are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more. That’s why companies are looking to implement machine learning (ML) […]

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and […]