What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […]

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Join Us at UK Customer Forum

We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base. Besides enjoying the sights and sounds of London and spending time in the amiable company of the CallMiner Business Analysts team, what is it about this gathering that makes it so […]

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Join Us This Summer for WebinarStock!

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! We are […]

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When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

According to a survey by Sabre published in Forbes of more than 100 airline executives,  51% said lack of technology stops them from improving customer experience.  Moreover, Accenture said about the airline industry,“Both traditional and low-cost carriers need new strategies to differentiate themselves from competitors and digital (including real-time analytics) can be a key difference […]

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

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and […]

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

The struggle with contact center efficiency is common 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 call center challenges only further complicate matters for managers working to create an […]

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

Speech analytics has come a long way since its introduction. No longer is it constrained to the walls of traditional quality assurance. Earlier this year, I sat down with Brian Cantor of Customer Contact Week, Marvie Wright of Qualfon and Chad Schott of HomeAdvisor to discuss how, when used correctly, your speech analytics strategy can […]

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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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Customer Contact Week Winter: See You All in Nashville!

We are all pretty excited about CallMiner’s participation at Customer Contact Week Winter, in Nashville January 15 – 18, 2019.  This is the 20th year of CCW events which hosts contact center and customer executives for workshops, keynotes, educational sessions and expo. You can see all smiles from me and Lauretta meeting Shark Tank expert Daymond John […]

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3 Voice and Text Analytics Questions Answered from ROI Webinar

Of all the trending acronyms that come and go in our industry, ROI (return on investment) is one that never goes out of style. In our recent webinar How to Get the ROI from Your Contact Center with Engagement Analytics, Praxidia’s EVP of Professional Services & Service Line Head for Speech & Text Analytics Steve […]

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

At last week’s LISTEN customer conference, we announced how Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call as it is occurring, or alerting management of critical risk or customer experience issues. “Real-time alerting is a crucial tool for […]

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

Earlier this year, Forrester Research identified CallMiner as a speech analytics solution with “most advanced, enterprise-ready speech analytics functionality.”   That’s a great description, but what does “enterprise-ready” really mean?   After all, doesn’t every “enterprise” have their own set of objectives and requirements? The answer is of course “yes”, but there are a significant range of […]

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Not Valuing Customers Leads to $136 Billion Switching Epidemic

New research by CallMiner reveals that US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems. And it’s costing them billions. In fact, a conservative estimate of the price of switching is $136 billion per year. The report titled the CallMiner Index features survey responses from US adults who […]

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

From essentials like average handle time to broader metrics such as call center service levels, there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s […]

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Summer Is The Time To Binge Watch Webinars

At CallMiner, we strive to consistently deliver valuable information through our learning center and the numerous webinars we host and are speakers on with our partners. We know you can’t always attend webinars in your busy day, but the summer is a great time to catch up on webinars you may have missed. And for […]

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Contact Center Efficiency & CX: A Delicate Balance

It is no secret that delivering a positive and enjoyable customer experience is crucial these days. In fact, experts predict that customer experience will become the sole differentiator that customers use when making decisions by 2020. With so much focus on creating the perfect customer experience, many contact centers find themselves struggling with operational efficiency […]

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See You At Customer Contact Week For Discussions, Demos, and Copper Mules

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow […]

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6 Ways to Reduce Call-backs with the Right Language

A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers. It also measures how satisfied customers are with […]

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Contact Center Customer Experience Best Practices

Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. As a CX leader, you also need to know which technologies will help you achieve your core […]

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Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and […]

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