Customer Experience

Improve customer experience by analyzing 100% of customer conversations. Speech analytics and conversation analytics can help call center agents quickly identify customer emotions and react to improve customer satisfaction.

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What are omnichannel contact center solutions?

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel co...

How can artificial intelligence help shape the future of collections?

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, will explore how at Credit Connects Online Collections Technol...

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

25 quotes on customer experience from CX professionals

Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professional...

What is a conversation intelligence platform?

Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suit...

4 ways to create a better customer experience

Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your...

CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix indepen...

What is customer experience management and why it matters

Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools need...

Detecting customer emotions with CallMiner

Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner pla...

What is Contact Center as a Service (CCaaS)?

Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment...

What is customer lifetime value?

Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used...

25 tips for setting B2B sales goals

Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals.

Do you need a call recorder or a recording engine?

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about ea...

4 steps to improving the patient journey

As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey...

Understanding post-call vs. real-time audio capture

Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how cus...

25 tips for more effective cold calling

Read this blog for tips on how organizations can improve how their contact center agents make cold calls.

6 healthcare call center best practices

Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call cen...

What is customer journey analytics?

Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide ...

Top 3 departments that will be transformed by customer insights in 2022

Think customer feedback is just for the contact center? Think again. Customer insights can be leveraged across sales, CX and product teams. Read this ...

Here are the most common types of customer satisfaction

There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand.

Examples of customer engagement strategies & tips from the pros

Improving customer engagement is important, but the best options for your business might not necessarily be the ones that you suspect. Read 26 tips fr...

Here's why patient satisfaction is so important

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences.

Tips for improving customer satisfaction (CSAT)

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its custom...

What is patient experience and why it matters?

Read this blog to learn what patient experience and patient service is, how it differs from patient satisfaction and why it's important to healthcare ...

Tips for improving call center productivity

If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficie...

Buyers Guide: How to choose the best customer service software

Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business.

Omnichannel customer service: Tips for great experiences

Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important ...

Understanding the different types of customer satisfaction

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are nu...

25 ways to improve call center efficiency

Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers.

How to improve customer satisfaction (CSAT) and business performance

Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans.

25 tips to increase customer satisfaction

Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction.

Understanding the omnichannel customer journey

Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channe...

Nine call center initiatives to consider

Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center effici...

101 customer service stats you need to know

Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.

Can data help assess customer vulnerability and affordability? Yes. Here’s why

Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify...

Using customer journey mapping to improve CX

Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and...

Three tips for delivering great omnichannel customer service

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

What is conversational intelligence?

Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what ...

The ultimate guide to sentiment and emotion analysis

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights...

Understanding and driving omnichannel customer experience

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strate...

Forrester study highlights the value of customer intelligence

Discover why Forrester Consulting examined the latest trends in customer intelligence.

What is conversation analytics?

Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this po...

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 ...

Tips & strategies for improving customer experience

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Learn how call centers can more effectively identify, address and manage customer vulnerability.

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?

Read this article to learn how to identify, support and retain vulnerable customers.

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

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...

Gone Virtual: Recap of the CETX Conference

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a succ...

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.

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.

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 to enhance its value.

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.

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

Call center scripts are essential for many customer service organizations to help ensure consistency in messaging and reduce errors.

25 Surefire Ways to Improve Customer Satisfaction

Improving customer satisfaction is so important in the current customer-centric landscape. See our curated list of 25 tactics to improve your customer...

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

A panel of management professionals addresses the best way for customer service / experience managers to handle a disgruntled employee.

25 Conflict Resolution Strategies for Customer Service

Learn some of the best conflict resolution strategies for customer service agents that can be quickly and easily implemented.

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

What are some call center best practices for retaining top talent and improving the customer experience? Take a look at what the experts at CallMiner ...

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.

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.

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.

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 for customer service managers.

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.

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

In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and ...

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.

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.

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 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...

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.

What is first call resolution? Benefits, challenges, examples, & best practices for improving FCR

A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired w...

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.

Customer satisfaction survey questions: Tips, examples & best practices

Customer satisfaction surveys come in several forms, ranging from one question to many, and different types of surveys have different purposes and que...

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...

Customer Experience Analytics: 25 Expert Tips & Best Practices

These expert tips and best practices on leveraging customer experience analytics will help you leverage CX analytics to the fullest potential.

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

Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map.

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.

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 identifying potential shortcomings and improving the customer experience.

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.

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.

See You at Customer Contact Week in Las Vegas

CallMiner is excited to return to CCW as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging in...

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...

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.

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 ...

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...

CX Analytics Summit London Was a Jolly Good Time

The event featured speakers from CallMiner experts and customers Cabot and DLG who shared their stories of analytics success.

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.

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...

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...

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!

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...

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.

Stop Avoidable Customer Churn With Great Agent Behavior

The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to swit...

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.

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 leading organizations and industry thought leaders.

What the Hack? Join us for our Hackathon!

Launching our Hackathon - CallMiner's first! - on First Call Resolution (FCR) we want your amazing talent to create the right way to find FCR behavior...

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.

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

This year’s 10th LISTEN event, October 23-25th, provides educational, informative and interactive content in more than 30 sessions for all levels.

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 ...

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consisten...

Check In On Key 2018 Trends in Contact Center & Customer Experience

Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018.

Improving Healthcare Customer Experience With Speech Analytics

Here are four ways speech analytics assists healthcare providers with regulatory compliance.

New research gives you 25 billion reasons to understand why customers say goodbye

CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least...

SiriusXM CallMiner Success Story Podcast Highlights from CCW

During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusX...

4 Measurements of CX Success in the Outsourced Contact Center

Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance.

Conversations with Your Customers: Tone is Everything!

Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your co...

Q&A on Best Practices and Guidelines for Purchasing Speech Analytics Webinar

I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics. But I wanted to share with you some of the que...

Analyze Customer Churn with Speech Analytics

Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn r...

The Role of AI in Customer Experience [Infographic]

See in our infographic more insights and predictions on how AI is changing the customer experience for the consumer and in your call center.

6 ways to reduce call-backs with the right language

First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during c...

Growth of Conversational Commerce

Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses wh...

Getting to the Root of Displeasure

Managing a large number of complaints or repeat callers, it is costly to businesses in the way of financial resources and agent productivity.

5 Times When Voice Wins Over Customer Self-Service

Every year post-holiday analysis shows there are some significant challenges at play in the retail sector and it will most likely continue in the same...

Contact Center Customer Experience Best Practices

This post will help you zero-in on those technologies and best practices proven to produce Customer Experience results.

101 Customer Experience Tips: CX in the Contact Center, Planning & Strategy, Customer Experience Tools & Technology, and More

We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience.

NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?

Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the...

Using Speech Analytics to Identify Vulnerable Customers

Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical...

What Are Customer Satisfaction Rating & Importance Scales? Challenges and Best Practices for Using Customer Satisfaction Rating & Importance Scales

As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the custo...

What is Service Delivery Optimization?

This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact c...

How to measure & improve call center average speed of answer

Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resol...

What is Omnichannel Customer Engagement?

Omnichannel customer engagement best practices and solutions empower companies to deliver consistent, personalized customer experiences.

Top Customer Experience Podcasts: 50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers

We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching.

The Importance of Contact Center Efficiency and Customer Experience as Energy Pricing Faces Scrutiny

With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be dri...

What is Customer Journey Mapping? How It Works, Challenges, Benefits, and Moref

Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes.

Top 5 Metrics for Measuring Customer Satisfaction

In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfa...

How to Make your Survey Better than Nordstrom, Lowe’s, and Walmart

The surveys say they want to know about our experiences as a customer, but do they really want to know? Or, is this just PR spin?

Call Center Training Best Practices

As customer expectations are constantly increasing in terms of call center performance, so must the training methods evolve.

CX Data Analysis: Data That Delivers Exceptional Customer Experience

When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable.

What You Can Learn from Netflix About Big Data & Customer Engagement

There are many lessons contact center professionals can take from Netflix.

41 Marketing and Sales Experts Reveal the Most Under-Utilized Way to Capture the Voice of the Customer and How to Better Leverage It

To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.

6 Steps to Improve Your Customer Satisfaction Surveys

Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to im...

Are you ready to deliver next generation customer experience through an Omnichannel Contact Centre?

It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword.

Omnichannel Data & Analytics: Making Omnichannel Work

The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results.

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

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Lever...

Call Center Ideal Call Flow Scripts: Helping or Hurting?

Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.

Customer Experience Trends to Look for in 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits o...

CallMiner’s Brian LaRoche Talks Customer Engagement Analytics

Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017.

Why You Should Add Predictive Analytics to Your CEM Toolbox

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

How Companies Can Best Leverage Customer Data

To understand the customer journey, companies must leverage the wealth of customer data at their disposal. Read how MDM & speech analytics can help.

“The only way to do great work is to love what you do.” Steve Jobs

One can argue about the reasons why it is important, however what is ultimately an indisputable net result of employee unhappiness is disengaged emplo...

7 Tips for Providing Exceptional Customer Experiences

How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read mo...

7 (More) Contact Center Operations

A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best pract...

How to Use Engagement Analytics to Measure Customer Satisfaction

By embracing and deploying customer engagement analytics, companies can overcome the shortcomings inherent to relying exclusively on surveys.