5 Mistakes to Avoid to Create a Full Picture of the Customer Journey

The truth is that if you are tasked in your business to measure the customer experience based on interactions on a single channel, you will only get a one-dimensional view of the customer journey. The fact is, your customers give you clear advice and feedback about the experience they expect every time they interact with […]

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Ask the Expert: 6 Questions About AI in the Contact Center

In the latest edition of the Inner Circle’s Guide to AI, Chatbots & Machine Learning CallMiner’s VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial intelligence (AI) in the contact center. Check out our AI experts thoughts on these 6 […]

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Gamification and Analytics Drive Better Agent Engagement and Performance

Gamification is a fun and popular way to improve agent performance, satisfaction, and effect the outcomes from those contacts with your customers. Using analytics and gamification is an effective way to encourage successful behaviors with the right incentives to measure, monitor, and promote the KPI’s vital to your contact center’s and company’s success. In a […]

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What is Customer Journey Analytics?

Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture. Enter customer journey analytics: […]

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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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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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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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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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ICYMI: CallMiner Top 10 Stories of 2018

CallMiner had some amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year! You can keep up with all the latest news by subscribing to the blog or follow us on LinkedIn, Twitter and Facebook. CallMiner Achieves Another Record Net Promoter Score® (NPS) of […]

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CallMiner Employees Give Back Year Round

This time of year is known as being the season of giving. And we at CallMiner are proud to not only participate in charitable giving during the holidays, but all year round. As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities. Whether in our […]

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Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

In our recent survey and report, The CallMiner Index which identifies  in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences. Our surveys discovered that consumers will use up to nine channels to contact a […]

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Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

Dialog Direct is a marketing services and customer experience solution provider that differentiates by the quality of experience it can deliver to its clients and their end customers. They represents more than 200 brands and has extensive contact center operations with well-documented procedures. Dialog Direct has an aggressive ongoing quality improvement process and wanted to […]

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30 Marketing Pros & Data Analysts Reveal How Marketing Data Analysts Can Better Impact Marketing ROI

More companies are turning to marketing data analysis to gain better insights on their customers, deliver the right messages at the right time, and increase revenue through better marketing ROI. Marketing data analysts are tasked with making sense of raw data and gleaning actionable insights from a variety of tools and resources, from customer engagement […]

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How Listening to Customer Impacts Your Bottom Line

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 […]

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Stop Avoidable Customer Churn With Great Agent Behavior

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 […]

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CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction and Alerting

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 […]

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50 Must-See Customer Engagement Presentations

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 […]

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Summer Is The Time To Binge Watch Webinars

At CallMiner, we strive to consistently deliver valuable information through our learning center and the numerous webinars we host and are speakers on with our partners. We know you can’t always attend webinars in your busy day, but the summer is a great time to catch up on webinars you may have missed. And for […]

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