Breaking Down the Speech Analytics Vocabulary

Recently the 11th edition of Contact Babel’s “US Contact Center Decision-Makers’ Guide”  the largest and most comprehensive study of all aspects of the US contact center industry was published. Customer interaction analytics is a key area of focus in the report, as their survey showed that only on average 30% of contact centers are using […]

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Top 10 Gamification Blogs

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 […]

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Collection Success Stories in the Contact Center: Part 2

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 […]

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Cabot and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards

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 […]

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Not Valuing Customers Leads to $136 Billion Switching Epidemic

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 […]

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

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 […]

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Announcing Medallia Partnership to Empower Voice of the Customer Insights

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 […]

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Speech Analytics Is A Crime Fighting Agent!

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 […]

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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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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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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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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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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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