LISTEN 2019 Keynote Speakers Lineup Announced!

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019. This year’s conference theme, ‘Velocity to Vision’ will center around the technologies, services and best practices that drive speed to interaction insights and improved customer outcomes. LISTEN 2019 will feature appearances from leadership and customer experience […]

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Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

We are well within the “Age of the Customer”.  The first step toward competing successfully in this era is capturing the voice of the customer. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings. Unfortunately, call recording wasn’t designed for the purpose […]

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The True Path to Measuring Customer Sentiment Through Speech Analytics

Sentiment analysis has become an industry phrase that has ushered in an acute focus for organizations toward as both a necessity in business success and a core differentiator in customer experience.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about your products, promotions, brands, or […]

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Congratulations to the 2018 LISTEN Awards Winners

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.  The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and […]

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LISTEN Update: Award Nominations, New Keynote, Hackathon, Workshops, Sessions & Activities!

This year’s 10th LISTEN event, CallMiner’s annual user conference, October 23-25th, provides even more educational, informative and interactive content in more than 30 sessions for all experience levels of Customer Engagement Analytics users and executives. Be sure to take advantage of all of the networking opportunities to interact with fellow professionals, and dive into INTELLIGENCE […]

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LISTEN 2018: New Keynotes, Workshops & Sessions Announced

CallMiner’s LISTEN is the industry’s leading event for customer engagement analytics professionals. It brings together analysts, thought leaders and product experts to share best practices on acquiring intelligence from customer interactions. This year’s event will be held October 23 – 25, 2018 and will feature new keynotes, session tracks customized to your role and analytics level, pre-event […]

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LISTEN 2018: Keynote Announcement and Session Voting

I am excited to once again invite you to LISTEN, CallMiner’s industry leading event for customer engagement analytics professionals, brings together top organizations acquiring intelligence from customer interactions. It will be held Tuesday, October 23 – Thursday, October 25, 2018. By popular demand, we will be returning to the beautiful Opal Sands in Clearwater Beach, Florida. This year’s theme, INTELLIGENCE REDEFINED, […]

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5 Keys to PCI Compliance in the Call Center

If the recent data breaches has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. During the 2013 holiday season, Target confirmed publically that credit and debit card information for 40 million of its customers had been compromised (as well as email and mailing addresses for […]

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State of Customer Analytics – $25 Amazon Gift Card

Hi Folks,   Respected analyst firm Ventana Research is conducting a survey on The State of Customer Analytics. Help Ventana collect data on this topic. Access the survey here: http://ventanaresearch.the-state-of-customer-analytics-2018.sgizmo.com/s3/?uniqueid=CABRcallminer.   I’ve copied the qualifications and details below: ————————————————————– Using Analytics to Optimize Customer-Related Activities and Processes   Today’s intense competition requires companies to know […]

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Why multitasking is the enemy of active listening

The Takeaway: While it’s tempting to multitask, agents struggle to have authentic interactions with customers. Active listening is a useful tool to improve engaging with customers. Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer […]

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Why You Should Add Predictive Analytics to Your CEM Toolbox

You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one.  Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […]

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The True Path to Customer Sentiment Through Interaction Analytics

Sentiment analysis has become a household phrase in this “era of the consumer” that has ushered in an acute focus for organizations towards customer experience, as both a necessity in business success and a core differentiator.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about […]

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7 Tips for Providing Exceptional Customer Experiences

If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human.  Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]

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Who’s ready for #LISTEN2016??

25 days left, and as you can imagine, the CallMiner team is working feverishly to prepare for our biggest and best Customer Engagement Analytics conference yet.  Hosted at a brand new resort, the Opal Sands is right in the heart of beautiful Clearwater Beach on the Gulf of Mexico, with every room being Gulf Front […]

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Who’s ready for #LISTEN2016??

25 days left, and as you can imagine, the CallMiner team is working feverishly to prepare for our biggest and best Customer Engagement Analytics conference yet.  Hosted at a brand new resort, the Opal Sands is right in the heart of beautiful Clearwater Beach on the Gulf of Mexico, with every room being Gulf Front […]

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Call Center Phone Scripts: Are They a Thing of the Past?

It should come as no surprise that customer service has a significant impact on customer loyalty. Companies are 14 times more likely to sell to an existing happy customer than to a new customer. What’s more, the vast majority of customers (97%) consider customer service to be very important in their choice of and loyalty […]

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How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer? Maybe you received the wrong item you’d ordered online, called customer service, and had the correct item delivered to your doorstep the next morning. Maybe you tweeted at a company to get a quick response to a problem or question and got […]

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Introducing CallMiner’s New Customer Engagement Optimization Interactive Community

In today’s customer-centric marketplace, the customer experience is everything. Research shows 55% of customers are willing to pay more for a “guaranteed” good experience – meaning customers are no longer satisfied with just being promised a good experience. So what does this mean for companies looking to compete on the basis of the customer experience? […]

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The Beginner’s Guide to Speech Analytics Technology

In the call center environment, it’s critical to drive operational excellence at all times – especially with today’s consumer becoming more discerning than ever before.  Recent consumer surveys, in fact, show that just one poor customer service experience can result in the demise of even the longest-standing customer relationship. So what’s the best way to […]

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LISTEN 2016 Registration is Open

We’re excited to announce that the Registration for LISTEN 2016 – the industry leading event for Customer Engagement Analytics – is now open at www.listen2016.com. Attend LISTEN to take your EngagementOptimization.com experience face to face.   LISTEN 2016Registration Now OpenEarly Bird Deadline is May 31, 2016 LISTEN 2016November 2 – 4, 2016Opal Sands Hotel, Clearwater […]

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