3 Reasons Why Agent Empathy Makes for Happier Customers

The CallMiner Churn Index shows that listening is critical to keeping customers loyal. When asked about their emotional state before making a call to a call centre, the top response by almost half of consumers (46%) is that they just want someone to listen to them – in other words show empathy! Listening to a […]

Read More

Find Out Why Customers Engage Through the Science of Conversation

Call center agents interact with more customers daily than any other department of your company – and these conversations tend to be what makes or breaks the customer’s perception of the brand. That’s why it’s crucial to plan for every type of problem that a contact center agent could encounter, and that begins with not […]

Read More

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 […]

Read More

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

The Voice of the Customer (VoC) represents your customers’ perceptions, needs, and requirements. Used as a research method to identify market opportunities, gauge customer sentiment, and gain insights into competitive advantages or weaknesses, VoC surveys are a valuable tool in your customer experience toolkit. Any VoC strategy is most effective when data is collected from […]

Read More

CX Analytics Summit London Was a Jolly Good Time

Last month we held our CX Analytics Summit in London to great success. This was the first time this event was held in the UK and we were excited to share with both clients, partners and prospects the latest products and solutions. The event featured speakers from CallMiner experts and customers Cabot and DLG who […]

Read More

6 Ways to Go Beyond the Survey with Speech Analytics

Feedback is everything when it comes to customer service and customer experience. It’s even in our company mission that “Feedback is a gift”. But today, most company’s still look to just solicited feedback, such as surveys, review sites and social media posts for how they are doing. That is only giving a portion of the […]

Read More

Solution News: CallMiner Launches Customer Experience Solution Pack

CallMiner today announced the launch of a CX Solution Pack for enhanced customer experience insights both within and beyond the contact center. The CX Solution Pack provides customer intelligence from voice conversations, providing greater customer experience (CX) insight to complement and expand upon that gathered from surveys (solicited feedback). A continuous flow of CX insights is captured […]

Read More

Does Average Handle Time (AHT) Really Matter?

I see a lot of chatter on my various social feeds around Average Handle Time (AHT). The major point of debate is that AHT is now a useless metric for understanding how effective you are at measuring customer experience (CX). And not just CX, but using it to measure effective customer journey maps, NPS, CSAT, […]

Read More

ICYMI: CallMiner Top 10 Stories of 2018

CallMiner had some amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year! You can keep up with all the latest news by subscribing to the blog or follow us on LinkedIn, Twitter and Facebook. CallMiner Achieves Another Record Net Promoter Score® (NPS) of […]

Read More

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

In our recent survey and report, The CallMiner Index which identifies  in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences. Our surveys discovered that consumers will use up to nine channels to contact a […]

Read More

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

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. Jo Causon, […]

Read More

How Listening to Customer Impacts Your Bottom Line

We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings. In addition we will discuss how listening to your customers and using speech analytics can impact customer loyalty and your company’s bottom line. And […]

Read More

Stop Avoidable Customer Churn With Great Agent Behavior

If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear keen to move on to their next meeting rather than listen to you, then you’re […]

Read More

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 […]

Read More

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 […]

Read More

Announcing Medallia Partnership to Empower Voice of the Customer Insights

This week CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology. The new partnership pairs CallMiner’s contact center engagement analytics with those of Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering. CallMiner Eureka conversational analytics solutions are designed to monitor every […]

Read More

50 Must-See Customer Engagement Presentations

Customer engagement has evolved from the origins of customer satisfaction and customer delight. Today, customer engagement is defined as the profound relationship that the customer has with your brand. In today’s digital age, irrespective of which industry you are in, customers expect an immediate or near-instant response as well as a picture-perfect anticipation of their […]

Read More

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

Delivering excellent customer service is no longer enough if businesses want to succeed in today’s competitive landscape. Customer experience (CX) is the new driving factor for business growth and success and encompasses how a customer feels when they interact with your business. Thanks to the incredibly popular digital universe, customers have many ways to communicate […]

Read More

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. In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre.  The total who say they […]

Read More

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 […]

Read More
Already a member?
Download the Report

The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018

GET IT NOW