5 Things You Didn’t Know About Voice Analytics Technology

Speech analytics in the contact center is not a new concept.   The first speech analytics products became available for commercial purposes in 2002.  Typically comprised of a speech engine that converts speech to data, an indexing layer that makes it searchable, a query and search user interface to allow the user to define requirements […]

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What’s the Best Way to Manage and Empower Call Center Agents?

In the call center environment, there’s no one-size-fits-all approach to managing agent performance. Best practices will vary from agent to agent and organization to organization, but one thing is for certain: Proactively and consistently managing agent performance is critical to delivering superior customer service and a positive customer experience overall. Donna Fluss notes that improving […]

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Upcoming CallMiner Webinar: How to Accelerate Performance, Motivate and Retain Quality Agents with Automated Analytics

CallMiner hosts monthly webinars with the aim of sharing topical, relevant information for the contact center industry – as well as providing best practices and results from multiple organizations and industries that have used customer interaction analytics programs within their own contact center. This month’s webinar, to be held on December 17 at 1:00 PM […]

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What Are the Benefits of Interaction Analytics in the Contact Center? [Resource Guide]

While research shows the majority of contact centers recognize the importance of omnichannel interactions with customers, Econsultancy’s Cross-Channel Marketing Report 2015 also shows more than one-third of business don’t feel they are equipped to handle interactions with customers across channels. Enter interaction analytics. With the ability to analyze all interactions between contact centers and customers […]

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3 Tips for Measuring & Tracking the Customer Journey

It shouldn’t come as any surprise that today’s customers are everywhere.  Mobile, social media, live chat, email, you name it. For organizations across business sectors, the resulting imperative is simple: be where customers are.  New research from EvaluAgent shows 90% of contact centers offer four communications channels to customers, with 42% offering seven or more. […]

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6 Must-Read Research Reports on the Future of the Contact Center

Originally Published April 25, 2014 here: https://callminer.com/6-must-read-research-reports-future-contact-center/   Today’s customer-driven marketplace is increasingly demanding that call center agents provide an exceptional customer experience across all channels, as opposed to phone communications alone. In order to remain competitive in the shifting digital landscape, contact centers are adopting multi-channel solutions (social media, email, live chat, surveys) to […]

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How to Enrich Customer Interactions: 3 Actionable Tips

It goes without saying that a positive customer experience makes a lasting impression on the customer. The evidence isn’t just anecdotal (i.e., you likely remember the last time you had a meaningful interaction with a sales association or customer service representative), it’s also in the numbers: •55% of customers would pay more for a better […]

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How Can Interaction Analytics Help Foster Customer Loyalty?

In today’s digital world, customers rely on a variety of channels (phone, email, social media, live chat, surveys, etc.) to interact with companies.  For organizations looking to build and maintain strong relationships with customers, the benefits of a multi-channel consumer landscape are two-fold: 1) They have the opportunity to connect with customers on the channels […]

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5 Tips on How to Improve Customer Engagement in the Contact Center

Let’s face it: Competition is fierce in today’s customer-centric marketplace. Businesses that prioritize the customer experience stand to reap the rewards: improved customer retention and loyalty, positive word-of-mouth marketing, increased company revenues, etc. Companies that don’t may find they’re losing business to their competitors. To shed light on how organizations can optimize customer experiences across […]

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How Customer Engagement Analytics Can Improve the Customer Experience

Think about a memorable experience you’ve recently had with a company.  What, in particular, stood out to you?  Maybe you had an issue with the company’s product or service offering and had your concern addressed by the organization in a prompt and efficient manner.  Maybe the customer service representative you spoke to over the phone […]

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What Can Call Centers Do to Prioritize the Customer Experience? [Resource Guide]

It should come as no surprise that customer experience statistics for 2015 reinforce the power of good (or bad) customer service.  After a positive customer experience, for example, 69% of Americans would recommend that experience to others, whereas 58% would never use that company again following a negative experience. For call centers in particular, the […]

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5 Must-Read Research Reports on the Customer Experience in 2015

Customer experience. It’s a term used with increasing frequency in today’s digital landscape.  Across a variety of industry verticals (retail/e-commerce, travel, financial services, banking, technology, etc.), customer experience management is critical to maximizing the value provided to customers and, in turn, fostering repeat business, customer retention, and loyalty. For contact centers, which often have a […]

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Interaction Analytics Improves Contact Center Performance

Ready for some shocking contact center statistics? In 2014, there were: •    43,675 contact centers in the United States •    3,430,500 agents, and •    211,000,000,000 minutes of inbound calls being handled by these agents (Just for reference, the average human in the U.S. lives 41,539,434 minutes.) To handle the sheer volume of calls coming into […]

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How to Reduce Stress in the Call Center Environment: Checklist

There’s a reason why customer service gets a bad rap.  Between long wait times in queue, unhelpful agents, and being transferred from one person to another, it can sometimes feel like more trouble than it’s worth to pick up the phone to resolve an issue. What many customers fail to recognize, however, is that customer […]

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How Forward-Thinking Contact Centers Can Make Efficient Use of the Internet of Things

In today’s technology-driven consumer landscape, the Internet of Things (IoT) is more than just a buzzword: It’s a fundamental shift in the way companies (and customers) handle data.  A recent CMO article highlights some of the more impressive (and mind-blowing) IoT statistics: • In 2008, there were already more “things” connected to the Internet than […]

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Experts Weigh In: What’s the Best Way to Improve Your Call Quality Monitoring?

When it comes to meeting the needs of today’s demanding customers, leading-edge companies are taking a proactive approach with their customer service.  Statistics show the cost of bad customer service can be significant, making it critical for companies to tap into the voice of the customer and deliver on the promise of an exceptional customer […]

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How Sentiment Analysis & Social Listening Can Improve the Customer Experience

In today’s customer-centric marketplace, creating and executing a strong customer experience (CX) is vital to a company’s overall success.  Research, in fact, shows a direct correlation between the customer experience and customer retention, with 59% of global senior executives reporting higher revenue growth when CEOs become actively involved in CX efforts. But the potential of […]

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What Are the Top Purchasing Drivers of Speech Analytics (and What Do They Mean for Your Company)?

Speech analytics technology offers a variety of operational benefits to companies: improved customer service quality, reduced operating expenses, up-sell/cross-sell opportunities, decreased customer attrition, and ultimately an improved customer experience. But, when a company sets out to evaluate speech analytics software, it can be overwhelming to determine the right solution to suit individual business needs – […]

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Speech Analytics: A Game-Changer for Immediate & Relevant Agent Coaching Opportunities

Of the many challenges that exist in the call center environment, agent engagement and retention is often one of the most difficult to overcome. Statistics, in fact, show call centers replace 26% of their front-line agents annually, which can have a significant impact on both workplace morale and overall business. “A high turnover not only […]

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How Speech Analytics Software Can Benefit Business Areas Across the Enterprise

With the proliferation of customer communications channels (voice, email, live chat, social media, etc.), contact centers often find they’re swimming in customer data. The question then becomes: How do companies use all of that data to provide the type of experience that customers are looking to have? Speech analytics is one solution. A video recently […]

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