How Trends Are Changing With Unified Communications

Unified telecommunications (UC) is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, by placing them in a cohesive and streamlined environment. Rather than having to switch between tools for video conferencing and instant messaging, you can access everything you need on the same intuitive […]

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CallMiner Announces 2 New Products: Capture and Visualize

We are excited to announce two new additions to our Eureka platform: Visualize and Capture. Visualize, powered by leading business intelligence platform Tableau®, brings your speech analytics data story to life through actionable, easily digestible insights displayed in a user-friendly dashboard. Capture acquires high-fidelity audio in real-time providing a foundation for faster, secure, and more […]

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See CallMiner At Enterprise Connect 2019!

The CallMiner’s event calendar is jammed packed over the next three months as we crisscross the country sharing our company mission that feedback is a gift to organizations of all industries and sizes! Next on our tour of creating better customer experiences through engagement analytics is Enterprise Connect March 18th thru the 20th at the […]

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The True Path to Measuring Customer Sentiment Through Speech Analytics

Sentiment analysis has become an industry phrase that has ushered in an acute focus for organizations toward as both a necessity in business success and a core differentiator in customer experience.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about your products, promotions, brands, or […]

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6 Ways to Go Beyond the Survey with Speech Analytics

Feedback is everything when it comes to customer service and customer experience. It’s even in our company mission that “Feedback is a gift”. But today, most company’s still look to just solicited feedback, such as surveys, review sites and social media posts for how they are doing. That is only giving a portion of the […]

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Solution News: CallMiner Launches Customer Experience Solution Pack

CallMiner today announced the launch of a CX Solution Pack for enhanced customer experience insights both within and beyond the contact center. The CX Solution Pack provides customer intelligence from voice conversations, providing greater customer experience (CX) insight to complement and expand upon that gathered from surveys (solicited feedback). A continuous flow of CX insights is captured […]

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What is Voice of the Customer? 25 Experts Give Best Practices

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. However, the goal of this market research is to find the expectations, likes and […]

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The Call Center Can Be a Thin Line Between Love and Hate

I was prompted by a BBC.com articled entitled ‘Which banks do customers love or hate?’ to think about the impact of a call center on the emotional divide the article highlights. The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference […]

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7 Things Contact Center Agents Know To Be Happy In Their Job

Being a contact center agent or advisor can be a very fulfilling job when you’ve solved a problem for a customer and sent them away happy.  But not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service. So, what do potential agent […]

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Hear from the Experts How AI Drives Better Customer Experiences  

Artificial intelligence (AI) is a trending topic in the communications sector. Businesses often assume they don’t have the financial resources to utilize AI and machine learning in-house.  In our webinar with Xprime.ia and Encore Capital Group, we reviewed the importance of artificial intelligence and machine learning and how companies have more capability than they think […]

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10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

This Valentine’s Day you should show your call center employees how much you appreciate all the work they do. Their job is not an easy one. But through technology, training and supportive management, employee engagement can thrive, which leads to a better customer experience and better business results! See below 10 blogs featuring a variety […]

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How Contact Center Agent Self-Assessment Improves Results

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month. But if customer engagement rates plummet, managers are bereft, left wondering what went wrong. Was it you, the customer, or was it the contact center? For […]

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3 Ways to Improve Your Call Center Monitoring Practices [Video]

Call center monitoring is one of the most effective ways call centers can improve their customer service; it gives managers the opportunity to watch (or rather listen) to their agents in action. By monitoring what agents say during interactions, managers can easily identify problems within their teams, maintain quality standards and compliance, improve the customer […]

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Does Average Handle Time (AHT) Really Matter?

I see a lot of chatter on my various social feeds around Average Handle Time (AHT). The major point of debate is that AHT is now a useless metric for understanding how effective you are at measuring customer experience (CX). And not just CX, but using it to measure effective customer journey maps, NPS, CSAT, […]

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5 (More) Contact Center Employee Engagement Trends in 2019

A new year isn’t just a good time to make personal resolutions—it’s also a great opportunity for businesses to take stock of what’s working, what isn’t, and seek out solutions that get them to their business goals. And, if you’re a contact center in 2019, chances are focusing on employee engagement is one of your […]

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AI Webinar with Forrester Highlights: What Does Enterprise Ready Mean?

What are the hottest topics in customer experience today? Data and Artificial Intelligence. The best way to uncover data is by utilizing what you already have access to – existing customer conversations. AI-fueled speech analytics is a solution more and more contact centers are embracing to tap into this goldmine of data. In our recent […]

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5 Employee Engagement Trends in 2019

Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher profits. Still, according to a report by Gallup, roughly 85% of the global workforce is disengaged at work. And when employee engagement takes a backseat, everything from office culture to […]

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Customer Contact Week Winter: See You All in Nashville!

We are all pretty excited about CallMiner’s participation at Customer Contact Week Winter, in Nashville January 15 – 18, 2019.  This is the 20th year of CCW events which hosts contact center and customer executives for workshops, keynotes, educational sessions and expo. You can see all smiles from me and Lauretta meeting Shark Tank expert Daymond John […]

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3 Voice and Text Analytics Questions Answered from ROI Webinar

Of all the trending acronyms that come and go in our industry, ROI (return on investment) is one that never goes out of style. In our recent webinar How to Get the ROI from Your Contact Center with Engagement Analytics, Praxidia’s EVP of Professional Services & Service Line Head for Speech & Text Analytics Steve […]

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Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

There are tons of call center metrics. Many are the focus of management, rather than call center reps. We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what managers should be doing about it. Your call center […]

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