Making Sense of CX Alphabet Soup: NPS, CSAT, CES

Delivering excellent customer service is no longer enough if businesses want to succeed in today’s competitive landscape. Customer experience (CX) is the new driving factor for business growth and success and encompasses how a customer feels when they interact with your business. Thanks to the incredibly popular digital universe, customers have many ways to communicate […]

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Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

The CallMiner Index UK  uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre.  The total who say they […]

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LISTEN Update: Award Nominations, New Keynote, Hackathon, Workshops, Sessions & Activities!

This year’s 10th LISTEN event, CallMiner’s annual user conference, October 23-25th, provides even more educational, informative and interactive content in more than 30 sessions for all experience levels of Customer Engagement Analytics users and executives. Be sure to take advantage of all of the networking opportunities to interact with fellow professionals, and dive into INTELLIGENCE […]

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BPO vs. KPO Call Centers: Which Is Best For Your Call Center?

If you’re considering an outsourced call center, you might be wondering whether a BPO or KPO call center is best for your organization. In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two. BPO and KPO are two types of outsourcing that companies often employ, particularly when […]

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5 Values of Speech Analytics for the Insurance Industry

The insurance sector faces a growing number of challenges every year including increased regulation, commoditization, costs outweighing profits, high competition, and high customer expectations. Thanks to the rise of digital expectations, incumbent insurance companies no longer have a guaranteed place in the future of insurance. Companies that want to grow and see success must embrace […]

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Putting Customer Conversations to Work in the Call Center

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Once they move out of sales, they can interact with individuals in service, support, and even your billing departments. According to Ventana Research, the majority of these interactions take place via voice conversations, but other communication channels are gaining […]

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Collections Success Stories in the Contact Center [Video]

The debt collector industry often has a bad reputation, but the truth is debt collector agents have to overcome significant obstacles every day. Maximizing collections revenue while remaining compliant with various regulations is a difficult task. Interaction analytics software helps debt collectors collect revenue while remaining compliant and creating a positive customer experience. We are happy to […]

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5 Benefits of Collecting Metrics to Identify Common Contact Reasons

No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. Collecting this valuable speech and text data or over all interaction data is […]

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Check In On Key 2018 Trends in Contact Center & Customer Experience

Customer expectations are at an all-time high and today companies need to know what their customers want and deliver a positive customer experience if they are going to see success. While it seems simple enough, customer experience (CX) trends and expectations continue to change year after year.  Moreover, each new strategy claims to be the […]

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LISTEN 2018: New Keynotes, Workshops & Sessions Announced

CallMiner’s LISTEN is the industry’s leading event for customer engagement analytics professionals. It brings together analysts, thought leaders and product experts to share best practices on acquiring intelligence from customer interactions. This year’s event will be held October 23 – 25, 2018 and will feature new keynotes, session tracks customized to your role and analytics level, pre-event […]

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Summer Is The Time To Binge Watch Webinars

At CallMiner, we strive to consistently deliver valuable information through our learning center and the numerous webinars we host and are speakers on with our partners. We know you can’t always attend webinars in your busy day, but the summer is a great time to catch up on webinars you may have missed. And for […]

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What is Collection Analytics? Definitions, Benefits, and More

Debt collection companies are now turning to speech analytics in order to help them reduce delinquencies and mitigate losses allowing businesses to maximize their accounts receivable recovery. Collection analytics aids to understand customer preferences and behavior patterns, which in turn helps in developing better collection strategies. Collection strategies are primarily needed to improve productivity. It […]

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7 Ways of Using Speech Analytics To Shape Your AI Strategy

Contact centers are a vital part of ongoing business success. Agents are ultimately responsible for all interactions and delivering a positive customer experience. One wrong decision and they can turn a loyal customer into a customer of the past. In a recent survey, we asked how likely customer are to switch suppliers if they have […]

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Improving Healthcare Customer Experience With Speech Analytics

The healthcare industry is constantly evolving and faces critical challenges on a daily basis. From ever-changing government regulations to managing patient expectations to finding ways to deliver more efficient and better care, many healthcare providers struggle to balance it all. Now more than ever, healthcare providers need to find away to efficiently and effectively manage […]

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New research gives you 25 billion reasons to understand why customers say goodbye

Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year.  And most of the reasons are completely avoidable. Almost nine out of 10 people (84%) switched 1.91 suppliers each last year, with electricity suppliers hit the hardest. While these […]

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SiriusXM CallMiner Success Story Podcast Highlights from CCW

CallMiner recently participated in Customer Contact Week, an event dedicated to exploring best practices in the call center training, technologies, and priorities. During the event, we conducted CCW’s highest attended workshop titled on “Interaction Analytics Simplified” featuring Emily Deragon of SiriusXM, we conducted a number of in-booth presentations, and hosted our now famous Moscow Mule […]

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4 Measurements of CX Success in the Outsourced Contact Center

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. It is one of the strongest expansion levels of […]

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LISTEN 2018: Keynote Announcement and Session Voting

I am excited to once again invite you to LISTEN, CallMiner’s industry leading event for customer engagement analytics professionals, brings together top organizations acquiring intelligence from customer interactions. It will be held Tuesday, October 23 – Thursday, October 25, 2018. By popular demand, we will be returning to the beautiful Opal Sands in Clearwater Beach, Florida. This year’s theme, INTELLIGENCE REDEFINED, […]

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Keep Your Call Center At-Home Agents Engaged

Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they […]

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Leveraging Best Practices to Empower Your Agent Workforce

When a customer contacts your call center, they expect answers to their questions and solutions for their problems. They don’t expect to find themselves on hold for a long time or talking to an agent not equipped to answer their questions. In a world where customer experience is more important than ever, call centers must […]

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