Contact Center Customer Experience Best Practices

Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. As a CX leader, you also need to know which technologies will help you achieve your core […]

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16 Examples of Artificial Intelligence Across 6 Industries

Artificial intelligence (AI) is about to transform every segment of our economy by bringing human intelligence into computing and allowing machines to learn from experience and make human-like decisions. AI helps businesses automate routine tasks, better understand their customers by analyzing their behavior, reduce operational costs, and personalize experiences. After discussing the overall benefits and […]

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Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

Many call centers utilize speech analytics solutions because it helps streamline their overall operations and better track agent performance. When you decide to invest in a solution, you trust that your data will be kept safe from hackers and cybercriminals. In most cases, you don’t think about what will happen if you choose to switch […]

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Is Your Contact Centre in the Eye of the Storm?

One of the main conclusions from the recent CallMiner and IPI Contact Centre Performance Summit in London on 29th March, was that businesses need to start viewing their contact centre as a more strategic part of the organisation. After all, this is where most of the customer interactions take place. And it’s where much of […]

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Are You Ready for GDPR?

Have you heard about the General Data Protection Regulation (GDPR)? If so, you’ve probably realized that it is not just one of many other data protection frameworks or requirements. GDPR is considered to be one of the most significant information security and privacy laws of our time and is the top regulatory focus of 2018, even […]

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101 Customer Experience Tips: CX in the Contact Center, Planning & Strategy, Customer Experience Tools & Technology, and More

Today’s consumers readily tell others when they have a negative experience with a company, meaning that brands must prioritize the customer experience to foster loyalty and satisfaction. We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience. 101 Customer Experience Tips: CX in the […]

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A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester. Other channels are gaining ground, however, with digital channels, such as chat and email, and web-based self-service becoming increasingly utilized by consumers. Graphic via Sharpen New technologies are […]

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GDPR is Just Around the Corner. Are You Ready?

European Union’s (EU) new stance on data protection is impacting call centers across the globe. The General Data Protection Regulation or GDPR was passed in 2017 with a deadline for businesses to be compliant set for May 25, 2018. The goal of the new law is to increase safety for EU citizens when it comes […]

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Join Industry Leaders for the CallMiner CX Intelligence Summit

Wayfair and Bluegreen Vacations to speak on how access to CX intelligence to improve all areas of your business. AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer interactions. Join CallMiner and industry leaders from Wayfair and BlueGreen Vacations to learn how […]

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RFPs for Speech Analytics: Asking the Right Questions

When you want to hear what your customers truly have to say, you are on the path to transforming your business. The trouble today is that customers have so much to say across so many channels that companies need a solution for transitioning from voice-only contact centers to omnichannel customer engagement models. The answer lies […]

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Using Interaction Analytics to Handle Abusive Customers

Dealing with abusive customers can really affect the morale of the contact centre agents. Obviously, there is no excuse for customers being abusive but sometimes, even the mildest mannered get so frustrated that they behave in a way that they shouldn’t. However, it is the agents who need to deal with the aftermath – often […]

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20 Call Center Pros Reveal the Biggest Things Companies Overlook When It Comes to Call Center Compliance Issues

See How Conns leverages CallMiner to improve their Collections Operations     Read the eBook: How US Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance Call centers are constantly under pressure from regulatory compliance concerns. With a variety of regulations impacting call center operations across many verticals, and those regulations frequently […]

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Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and careful evaluation […]

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Auto Finance Debt Collection Tips: Regulations, Outsourcing Collections, Best Practices, and More

 Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue The auto finance industry is booming, so it’s no surprise that auto finance debt collection is big business. In fact, U.S. auto loan debt grew to $1 trillion for the first time in 2015, according to […]

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21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. With managers often having large staffs of call center representatives to manage, regulatory compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s no surprise that call […]

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Join CallMiner at the 2018 TCPA Compliance Summit

  CallMiner will be attending the Contact Center Compliance show the 2018 TCPA Compliance Summit.  Register with early bird pricing today! 2018 TCPA COMPLIANCE SUMMIT THE TCPA LITIGATION EXPLOSION: WHAT YOU NEED TO KNOW + HOW TO PROTECT YOUR BUSINESS HYATT GAINEY RANCH RESORT – SCOTTSDALE, AZ MARCH 13, 2018 8:30AM TO 5PM TCPA COMPLIANCE SUMMIT […]

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The State of Debt Collection 2018: Industry Statistics, Trends, Collection Practices, and More

The debt collection industry has earned its share of ire over the years, but it’s an industry that continues to grow across multiple verticals including auto finance, healthcare, mortgage lending, and many others. As approximately 30 million Americans have at least one debt in collections, the need for debt collection services, whether in-house or third-party […]

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What is Artificial Intelligence (AI)? A Definition of Artificial Intelligence, Challenges and Benefits of AI, and More

A Definition of Artificial Intelligence (AI) Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans. Computers with these advanced technologies are trained to complete human-like tasks by processing data and recognizing the patterns within it. In 1955, the term “artificial intelligence” was […]

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What to Do When Regulators Force You to Get Creative

Post by Frank Sherlock, VP of International Sales Industries that are subject to a regulator’s influence on pricing or operations are often forced to think creatively when it comes to making up any lost revenue due to new regulation. The UK Water industry is facing this dilemma right now as they face a drop in […]

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Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

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) […]

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