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Top Marketing Analytics Presentations

Marketing analytics involves measuring, managing, and analyzing marketing performance data to make it as effective as possible and optimize return on investment (ROI). Marketers also use analytics to gain insights into customer behavior, preferences, and trends. For all of the benefits of using marketing analytics, many companies and senior marketing executives continue to struggle with […]

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NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?

Numbers don’t lie. Or do they? Net Promoter Scores (NPS) and similar measures are often touted as valuable tools for keeping a finger on the pulse of customer satisfaction and improving the customer experience. And they are – but relying on this data alone fails to paint the full picture that today’s contact centers need […]

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Combatting the Surge in UK Energy Switching

This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone. The Energy Switch Guarantee makes it extremely easy for consumers to change their provider and the majority of those switching are moving to small and mid-tier suppliers. Great news for those […]

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Using Speech Analytics to Identify Vulnerable Customers

By: Mark Lockyer, CallMiner Sales Director UK & EMEA Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical and mental health issues, disability, challenging social circumstances and old age. Companies in both sectors collect data to help identify and support these customers, […]

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What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices

Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry. For example, QA metrics for software development could measure production cycles and average costs, while QA metrics […]

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What Are Customer Satisfaction Rating & Importance Scales? Challenges and Best Practices for Using Customer Satisfaction Rating & Importance Scales

A Definition of Customer Satisfaction Rating & Importance Scales  As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the customers themselves. For call centers, customer satisfaction is key to performance and success, so having an accurate picture of satisfaction levels is critical. To get a […]

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22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software

Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. You need to determine how your company can best leverage this technology to ensure compliance, enhance customer service, support agents and reps, and get […]

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Cloud vs. On-Premise Call Centers: Key Differences, Benefits, and More

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, […]

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Marketing Data Analysis Tips: 51 Marketing Data Analysis Tips and Tricks, Analysis Techniques, and More

Marketers for companies of all sizes rely on marketing data analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportunities and potential new audiences, and much more. But marketing data analysis can easily be overwhelming, and not only because of the massive volume of data that most companies have to […]

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What Is Escalation/Incident Management? Prevention, Challenges, and How Real-Time Monitoring Can Help

A Definition of Escalation/Incident Management In short, escalation management involves transferring calls to supervisors, managers, and other agents who have more experience than the agent who initially answers the call. Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ calls are addressed […]

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Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More

Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives. From training technologies to effective […]

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What is Service Delivery Optimization?

A Definition of Service Delivery Optimization While you may like to think that your call center handles the majority of your customer service, the truth is that activities that impact the customer experience happen across your organization and its various channels. As organizations face the challenge of so many employees outside the contact center handling […]

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The New Significance of SIM Scores for UK Water Companies

By: Mark Lockyer, EMEA Sales Director, CallMiner With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers.  Gone are the days of relying on postcode generated revenue. This change brings increased scrutiny on Service Incentive Mechanism (SIM) scores as businesses start to shop around […]

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20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. The problems that plague the […]

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What is Omnichannel Customer Engagement?

A Definition of Omnichannel Customer Engagement Customers do not take a linear path to organizations anymore. Rather, they engage with companies on multiple channels and across channels while pausing and resuming their journey along the way. We know that customers conduct online searches and visit websites before they make their first phone call, and we […]

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Top Customer Experience Podcasts: 50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers

Customer experience is more than a buzzword. It’s become a significant factor in customer satisfaction, customer loyalty, and customer engagement. Knowing how to deliver an ideal experience throughout the customer journey is key, and hearing from industry experts and influencers will guide you in the right direction toward improving your customer experience. We’ve rounded up […]

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The Importance of Contact Center Efficiency and Customer Experience as Energy Pricing Faces Scrutiny

By: Frank Sherlock, Vice President, EMEA Sales With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be driving up the cost.  This scrutiny on pricing puts even further pressure on UK energy companies to ensure they are running efficient operations and delivering the […]

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What is Customer Journey Mapping? How It Works, Challenges, Benefits, and More

A Definition of Customer Journey Mapping Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes from the first exposure to a brand or company through the final purchase – sometimes including the post-purchase experience as well. It’s a flexible technique, allowing marketers to use several tools and […]

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common challenges only further complicate matters for call center managers working to create an efficient, productive, […]

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The Most Important Algorithms for Marketing Data Analysts to Understand

Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day (Facebook, Google, etc.). To marketers, though, they matter a great deal, playing the deciding role in how visible a brand’s content is to the target audience, how relevant the products recommended are to a […]

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