Gamification is a popular strategy that contact centers use to improve employee performance as well as business results. Many contact centers have experienced increased revenues, higher sales, better collections close rates, improved compliance, a stronger employee onboarding process, and decreased employee turnover. By using gamification strategies, call centers create a better culture. For gamification to […]

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.  The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and […]

We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings. In addition we will discuss how listening to your customers and using speech analytics can impact customer loyalty and your company’s bottom line. And […]

If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear keen to move on to their next meeting rather than listen to you, then you’re […]

Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent retention being two of the biggest. One error by an agent can cost you thousands of dollars in fines and cost you the time investment in training your agent. Many contact centers are relying […]

At last week’s LISTEN customer conference, we announced how Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call as it is occurring, or alerting management of critical risk or customer experience issues. “Real-time alerting is a crucial tool for […]

We are excited to announce that last week CallMiner and Cabot Credit Management  (Cabot)  won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018 presented by Credit, Collections and Risk Magazine in London. The Credit Excellence Awards recognize organizations that work in a way that is likely to inspire others in the […]

Earlier this year, Forrester Research identified CallMiner as a speech analytics solution with “most advanced, enterprise-ready speech analytics functionality.”   That’s a great description, but what does “enterprise-ready” really mean?   After all, doesn’t every “enterprise” have their own set of objectives and requirements? The answer is of course “yes”, but there are a significant range of […]

New research by CallMiner reveals that US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems. And it’s costing them billions. In fact, a conservative estimate of the price of switching is $136 billion per year. The report titled the CallMiner Index features survey responses from US adults who […]

From essentials like average handle time to broader metrics such as call center service levels, there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s […]

This week CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology. The new partnership pairs CallMiner’s contact center engagement analytics with those of Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering. CallMiner Eureka conversational analytics solutions are designed to monitor every […]

Fraud continues to be a significant problem for businesses around the world. As measures  to combat mail and Internet fraud increase, criminals are moving their attempts to contact centers. Too often contact center agents aren’t even aware that a potential fraudster is on the phone, making it impossible to prevent. It becomes even more challenging […]

To most of external world we are a call center platform, more specifically a call center change and insight software.   Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.  If you can indulge me for the next few […]

Customer engagement has evolved from the origins of customer satisfaction and customer delight. Today, customer engagement is defined as the profound relationship that the customer has with your brand. In today’s digital age, irrespective of which industry you are in, customers expect an immediate or near-instant response as well as a picture-perfect anticipation of their […]

For those of you who are not aware, I am on the research team here at CallMiner.  In research, we like to learn and try stuff.  If you are lucky enough to be a research scientist, then you know what I’m going to talking about.  If not, then let me share what we do, and […]

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 […]

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 […]

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 […]

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 […]

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 […]