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How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

Everyone’s talking about Big Data and the power it holds to transform marketing initiatives from making random guesses and  hoping something sticks to strategically refining and focusing marketing strategies with laser precision. But Big Data alone doesn’t magically transform your results; true transformation lies in how you leverage data to your advantage. For many marketers, […]

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What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

A Definition of After-Call Work After-call work, also known as post-call processing or agent wrap-up time, refers to the tasks agents must complete after a call is completed. In some cases, these terms are used to indicate the time between two inbound calls, or the time during which agents are unavailable to take another call […]

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Customer Experience Trends to Look for in 2017

Customer experience (CX) refers to the interactions between a customer and an organization that occur for the duration of the business relationship. In recent years, customer experience has grown in value to supersede product quality, value, and customer service. Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, […]

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What is Interactive Voice Response (IVR)?

A Definition of Interactive Voice Response Interactive voice response (IVR) is an automated telephone system that interacts with callers and gathers information about the purpose of the call to route callers to the appropriate individual or department. In response to automated queries, callers enter information using either voice or by making selections from pre-determined options […]

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What is Sentiment Analysis? Examples, Best Practices, & More

A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […]

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What is Mini-Miranda?

Definition of Mini-Miranda Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral. It’s a requirement set forth by the Fair Debt Collection Practices Act (FDCPA) and is aimed at preventing debt collectors from contacting consumers under false pretenses, instead clearly identifying the […]

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Use Big Data for a chance of having a Big Year in 2017

    Post by: Frank Sherlock, VP, International, Sales “AN AGE of uncertainty is upon us” according to The Economist. Many other sources suggest that 2017 will carry a lot of unknowns, both for businesses and individuals alike. We could just wait and see what happens. But, as the saying goes, “failing to prepare is preparing to fail”. In a world of uncertainty, being able to […]

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How Did Speech-Reco Get So Much Better So Quickly?

By: Mike Dwyer, Vice President Research & Development, CallMiner You may have noticed that the speech recognition in your phone (Siri) or your car (Ford Sync, BMW DragonDrive), or your home (Alexa) has gotten remarkably better in the past 18 months (or you may still not be using it because of that one time it […]

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5 Reasons Speech Analytics Is Critical in Call Center Collections

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments while maintaining quality service and strict compliance. Add to that complexity an increasingly strict regulatory environment and you’re left with collections firms under pressure to make sweeping and costly changes in order to remain competitive in […]

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3 Best Practices for First Call Resolution

Today’s competitive consumer marketplace demands that customer-facing companies adopt strategies to foster meaningful interactions with customers.  It’s no longer enough to provide good customer service – organizations need to constantly be thinking about now to build and maintain customer relationships to drive customer loyalty and retention. Forrester’s latest “State of Loyalty Strategies” report, in fact, […]

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