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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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, […]

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 […]

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 […]

Calculating risk and the potential reward is a normal part of doing business. When it comes to managing a contact center, the one time you should never take a risk is in regards to regulatory compliance. Failure to comply with industry and call center regulations only results in extensive fines and litigation. Just recently, Infocision, […]

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time, and  first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers. Call center efficiency actually results from the agents’ drive, motivation, and their overall well-being. […]

Fraud is one of the costliest risks businesses face every day. With so much emphasis being placed on cybersecurity and fraud prevention online, cybercriminals are changing their efforts by targeting businesses via telephone conversations. Call centers have seen a significant increase in fraud according to Pindrop Labs’ 2017 Call Center Fraud Report, with 1 in […]

Contact centers rely on agents to deliver a lasting customer experiences and exceptional customer service with every interaction. Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue. Some contact centers focus solely on quantity and measure success by the number of calls managed in a particular […]

Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018. This new report was Forrester’s first ranking and assessment of the emerging AI-driven speech analytics market. Being recognized by Forrester as a Leader in this new report is an honor that […]

For many businesses, debt collection is an unavoidable necessity. It is also one of the essential tasks a business needs to complete to see success and maintain a steady cash flow. Too often, consumers being contacted to pay outstanding debts are not receptive to the phone call, making the conversation awkward for call center agents […]

Business needs are constantly evolving, forcing many contact centers to review their interaction analytics resources to determine if they are acquiring the insight needed to optimize performance.  When it’s time to embark on the journey to implement new technology in your contact center to address a changing environment, there are many questions you, and your […]

“Use your voice.” “Watch your tone.” “It’s not what you say, it’s how you say it.” Sounds like a conversation a parent has with a teenager, right? But if you want more satisfied customers, more engaged employees and a team that is working together for the good of your business, it’s a conversation you might want to […]

Recently I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics with Colin Taylor, CEO & Chief Chaos Officer of The Taylor Reach Group on guidelines to follow when purchasing speech analytics. Participants learned the importance of a request for proposal (RFP), what to include, the proper way to […]

It is no secret that delivering a positive and enjoyable customer experience is crucial these days. In fact, experts predict that customer experience will become the sole differentiator that customers use when making decisions by 2020. With so much focus on creating the perfect customer experience, many contact centers find themselves struggling with operational efficiency […]

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow […]