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25 conflict resolution strategies for customer service

Learn some of the best conflict resolution strategies for customer service agents that can help improve customer experience in your call center.

25 surefire ways to improve customer satisfaction

Discover our curated list of strategies and examples for improving customer satisfaction and customer experience in your call center.

Research Lab

Our AI and research experts give you an inside look at our platform

Learn the latest from our team of researchers and data scientists as they break new ground in the area of conversation analytics

Examples of customer engagement strategies & tips from the pros

Improving your customer engagement process is vital for improving customer experience in your call center. Read 26 tips from customer engagement strat...

How to improve the customer journey

It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your ...

25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.

International Contact Centre Operations Tips & Best Practices

Learn how international contact centres can approach agent management optimisation, procedural improvements and more.

25 Experts Reveal How Companies Can Use Omnichannel Technology to Improve Customer Service

Read this article to learn how omnichannel technology can enhance customer service.

What is Customer Vulnerability?

Learn how you can harness interaction analytics to empower your call center agents with the information they need to support and retain vulnerable cus...

7 Important Call Center Skills Every Agent Should Have

Call center representatives must go above and beyond to ensure customer satisfaction. Learn what call center skills are crucial for a great customer e...

100 call center management tips: Insights & advice for hiring & training call center agents

Call center management involves more than just scheduling agents. Proper call center training and hiring practices are crucial for an effective contac...

25 Examples of Contact Center Interactions & Judgments That AI Will Never Be Able to Make

This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.

24 AI Professionals & Ethics Experts Reveal the Most Overlooked Obstacles for Companies When It Comes to AI Ethics/AI Bias (and How to Overcome Them)

Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias.

Outbound call center tips & best practices

To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.

What is Customer Feedback Management (CFM)?

See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisio...

The fusing of AI & automation with human judgment in call center success

See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they se...

What Executives Need To Know About Contact Center Compliance

When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts...

Emotions List: A List of Emotions & How to Identify Them

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

What is eDiscovery?

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

Termination Letter Examples for Call Centers & Customer Service Pros

This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.

24 Marketers, CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience

Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer exper...

What is customer value?

Understand how to define what customer value is for your company, why it's important, and how good customer experience and satisfaction enhances its v...

5 Benefits Of An API Integration In Your Contact Center

Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamif...

10 Omnichannel Customer Service Best Practice Tips

Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.

What Are Customer Analytics?

Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.

What are QA metrics? Examples for call centers, aligning with your goals and best practices

Learn what call center quality assurance (QA) metrics are, and how your company can better align with call center QA best practices to achieve the bes...

Exit Interview Questions for Call Center Employees

These employee experience questions may potentially enable you to discover important insights that can inform lasting improvements in your contact cen...

Machine learning algorithms: A tour of ML algorithms & applications

Learn more about machine learning algorithms and their current uses in a variety of industries.

What is Text Analytics?

Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.

Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

Call center scripts are crucial for contact centers to ensure customer satisfaction. Read examples of best practices for call center scripting from th...

What is average handle time? Challenges, examples, and best practices for improving AHT

Learn what average handle time (AHT) is, how it affects your customer satisfaction, and examples, tips and best practices to reduce overall AHT in cal...

21 Marketers, Analytics Pros & Business Leaders Reveal the Most Creative Uses of Predictive Analytics in the Call Center

We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center.

Call Center vs. Contact Center: What’s the Difference?

This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Here are some of the best metrics a call center can start with to inform growth strategies and track performance.

The Beginner’s Guide to Speech Analytics Technology

An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.

The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software

Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting ti...

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

A panel of management professionals share 22 ways for customer experience managers to handle a disgruntled call center employee and improve employee e...

Customer Journey Mapping: Templates, Examples & Tools

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

12 call center best practices

Proper call center management is integral to improving customer experience. These call center best practices will help optimize your call center opera...

What is Voice of the Customer? Templates, Examples & More

This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that compri...

Business Process Outsourcing Tips & Resources

This article help round up best tips and resources on the Business Process Outsourcing (BPO) from 25 different experts.

The Top 50 Marketing Analytics & Data Analysis Certifications & Courses

Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.

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

To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find ou...

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

Read these tips and best practices for remote contact center managers and agents as businesses move to work-from-home workforces.

Fraud Spreads as Does the Coronavirus: Steps to Take

Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.

The Two Words on Everyone’s Minds: Business Continuity

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

What is Sentiment Analysis? Tools, Best Practices & More

Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.

Call Center Service Levels: Calculations, Metrics, & Industry Standards

The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

Top Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations, Trends, and Best Practices

The debt collection industry is changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under re...

What is Business Intelligence? Examples, Uses & More

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

Call Center Regulatory Compliance

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

Scheduling Software for Call Centers: Buying Tips & Best Practices

This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization.

37 HR professionals & hiring managers share the most useful customer service interview questions

We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing customer service managers for cal...

First call resolution ideas

Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.

What is Robotic Process Automation (RPA)? Definition, Tips & Best Practices

Read how Robotic process automation works, our best practices for implementing RPA, and tips for overcoming common challenges faced during implementat...

9 Call Center Environment Best Practices

Here are 9 best practices your call center management team can implement right now in order to keep your call center environment both welcoming and pr...

Operational Challenges in the Call Center Industry

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

Voice of the Customer tools and best practices

Here are the most effective tools and best practices you can incorporate into your company's Voice of the Customer programs and initiatives.

5 call center training best practices

Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand.

Call Center Floor Rules

The floor of any call center is a mission-critical space. Keep your call center floor running smoothly with these call center guidelines and rules.

Call Center Metrics Best Practices

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and mo...

What is CSAT? Definition, tips & how to measure CSAT

CSAT scores, the metric used to measure customer satisfaction, is a crucial KPI for successful call centers. Learn more about customer satisfaction sc...

Consumer Empathy: 5 Tips for Deepening Customer Empathy

Learn 5 tips for deepening customer empathy to create positive customer experiences with every interaction.

Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what man...

Call Center Statistics You Should Know

Here 25 interesting call center statistics that may prove helpful in deciding whether the use of one for your own business's strategy is appropriate.

What is employee experience? Definition & best practices

There is no single perfect approach to improving the employee experience. Here are some best practices for creating an ideal experience within your co...

Sentiment Analysis Tools Buying Guide

Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the proc...

Contact Centre Predictions for 2020

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

25 Employee Satisfaction Survey Questions You Need to Ask

Understand these top 25 key employee satisfaction questions that you should be asking your employees for better insight and results.

Call center metrics: Examples, tips & best practices

These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.

VOE Definition: What is a Verification of Employment (VOE)?

Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Empl...

Data Mining Tools Buying Guide: Expert Tips for Choosing the Best Data Mining Tools

To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web.

The 3 Deadly Sins of Gamifying in the Contact Centre

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

Learning how to optimize your own surveys can help your business capture key information from customers consistently.

What is Call Center Outsourcing?

Call Center Outsourcing allows a business to offer its customers services it otherwise would not be financially well-positioned enough to offer.

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)

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

How to Choose the Best Data Visualization Tools

Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose ...

What is Customer Effort Score?

Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuri...

Reduce Employee & Customer Churn with Actionable Engagement Insights

It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer chur...

25 Tips & Best Practices for Identifying the Best Call Center Services

Choosing the right outsourced call center can be hard. Read these expert tips and best practices on how to find the best call center services for your...

CallMiner Infographic: What The %!#* Is Going On

Use of profanity by customers in the contact center is on the rise and that’s bad for business.

Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

To get maximum value from your data, leveraging the right data analytics tools is a must.

Anatomy of a successful call center agent: 25 tips & characteristics

Some of the most successful call center representatives share some important and valuable characteristics to look for when hiring call center talent.

Data Mining: Definition, Techniques, Tools & Tips

Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know.

Business Intelligence Software: How to Choose the Best Software

Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions.

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

Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit y...

5 Standards of Excellent Customer Listening

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

What is NPS? Definition, Techniques, Tools and Tips from Experts

Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.

What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

Business Intelligence (BI) uses data analytics techniques and business intelligence tools to uncover actionable insights. Learn how to leverage BI sol...

Customer satisfaction survey questions: Tips, examples & best practices

Customer satisfaction surveys are crucial for gauging customer experience and allow you to take steps to further improve customer satisfaction.

Want to Improve the Patient Experience? Stop Sending Bad Surveys

When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is r...

Partnership News: DataRobot and CallMiner to Accelerate AI Capabilities

CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.

The Can’t-Miss Workshops, Exchanges and Activities for LISTEN 2019

CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence.

Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data

Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with...

Customer Experience Analytics: 25 Expert Tips & Best Practices

Learn how to leverage customer experience analytics from the pros! Hear from call center experts as they share their best practices for utilizing CX a...

Tips & best practices: How to choose the best call center software

Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s nee...

What is a Customer Experience Map? How to Create an Effective Customer Experience Map

Customer experience (CX) mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create a customer experience m...

For Better Customer Experience, Take a Closer Look at Context in Your Contact Center

Speech analytics lets you see the “why” and “how” behind 100% of customer conversations.

Call center agent feedback: Tips & best practices for providing effective agent feedback

These 25 expert tips and best practices will help you deliver more effective, targeted feedback for better results in your call center.

Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered!

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing.

Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic

By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome.

What is Customer Experience Analysis?

A customer experience analysis is an important tool for improving the customer experience. Discover the benefits of a customer experience analysis str...

Customer Experience Management Tips & Best Practices

Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.

When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.

3 Reasons Why Agent Empathy Makes for Happier Customers

Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a probl...

Find Out Why Customers Engage Through the Science of Conversation

By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond...

Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

More companies are leveraging machine learning (ML) and artificial intelligence (AI) in data analytics to increase efficiency and gain a competitive a...

The Agent Churn Cycle: Why It Happens and How to Prevent It

Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today.

4 Ways To Use Call Recordings for Better Contact Center Performance

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of ...

3 Potential Pitfalls of DIY Speech Analytics

Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they ...

Your questions on call center agent engagement answered

Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie employee performance to overall c...

25 call center leaders share ways to boost contact center efficiency

Contact center efficiency is a struggle for managers at one time or another. And because efficiency is directly tied to minimizing overhead costs in t...

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

Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

The Do’s and Don’ts of Customer Engagement Analytics from CCW

Here are a few “do’s and don’ts” to consider from CCW interview when integrating a customer engagement analytics platform to improve your business str...

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

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 i...

CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the t...

Gamification and Analytics Drive Better Agent Engagement and Performance

Using analytics and gamification is an effective way to encourage successful agent engagement with the right incentives to measure, monitor, and promo...

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.

19 Experts Reveal the One Aspect of Call Center Regulations They'd Improve

Call center regulations are complex and stringent. Here's what a panel of 22 experts had to say about what they’d change about call center regulations.

How Trends Are Changing With Unified Communications

Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, b...

See CallMiner At Enterprise Connect 2019!

Meet us at Enterprise Connect. CallMiner has a number of activities going on which we invite you to attend that focus on AI, contact center technology...

The True Path to Measuring Customer Sentiment Through Speech Analytics

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC trackin...

6 ways to go beyond the survey with speech analytics

Companies look to solicited feedback, surveys, review sites, etc. for how they are doing. Here are 6 ways to go beyond that with speech analytics.

Solution News: CallMiner Launches Customer Experience Solution Pack

The CallMiner Customer Experience Solution Pack is designed to harness data, as well as accelerate time to insight with a categorization framework des...

The Call Center Can Be a Thin Line Between Love and Hate

Read three things I think your call center could do to drive higher levels of customer satisfaction.

7 Things Contact Center Agents Know To Be Happy In Their Job

Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.

Hear from the Experts How AI Drives Better Customer Experiences

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportun...

10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a bette...

How Contact Center Agent Self-Assessment Improves Results

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customer...

3 Ways to Improve Your Call Center Monitoring Practices

Call monitoring is crucial for an effective call center. Learn 3 call center monitioring best practices to help improve your call center operations.

Does Average Handle Time (AHT) Really Matter?

A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer e...

5 (More) Contact Center Employee Engagement Trends

CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends ...

5 Employee Engagement Trends

Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention...

3 Voice and Text Analytics Questions Answered from ROI Webinar

3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve a...

ICYMI: CallMiner Top 10 Stories of 2018

CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!

CallMiner Employees Give Back Year Round

As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities.

How to Invite the Most Honest Customer Feedback: Partner Case Study

Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at...

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

The CallMiner Index reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel pref...

Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

Dialog Direct was able to utilize CallMiner throughout their contact center to increase close rates, decrease training time, and create better custome...

190 Billion Reasons Why You Should Find the Root Causes of Complaints

I was fascinated by a recent story about the cost of complaints. I believe technology, particularly speech analytics can help in three ways.

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

Marketing analysts are often expected to predict the future, and, fortunately, tools like interaction analytics are available that can help them do ju...

Top 10 gamification blogs

Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read o...

How Listening to Customers Impacts Your Bottom Line

The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. B...

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

Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and superviso...

5 Ways to Define What Enterprise-Ready Means for Speech Analytics

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organiza...

Not Valuing Customers Leads to $136 Billion Switching Epidemic

New research by reveals that US businesses have contributed to a switching epidemic by not valuing or listening to customers when they have problems.

20 call center pros share the most undervalued call center metrics and how to better leverage them

We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to...

Announcing Medallia Partnership to Empower Voice of the Customer Insights

CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.

Thoughts From The AI Summit In San Francisco

Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.

50 Must-See Customer Engagement Presentations

We’ve rounded up 50 must-see customer engagement presentations from industry thought leaders who specialize in omnichannel customer engagement.

Making Sense of CX Alphabet Soup: NPS, CSAT, CES

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer expe...

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

BPO vs. KPO Call Centers: Which Is Best For Your Call Center?

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

Putting Customer Conversations to Work in the Call Center

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics ...