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 […]

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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 […]

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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 […]

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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, […]

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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 […]

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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 […]

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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, […]

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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 […]

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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 […]

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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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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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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5 Benefits of Collecting Metrics to Identify Common Contact Reasons

No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. Collecting this valuable speech and text data or over all interaction data is […]

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

Customer expectations are at an all-time high and today companies need to know what their customers want and deliver a positive customer experience if they are going to see success. While it seems simple enough, customer experience (CX) trends and expectations continue to change year after year.  Moreover, each new strategy claims to be the […]

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Improving Healthcare Customer Experience With Speech Analytics

The healthcare industry is constantly evolving and faces critical challenges on a daily basis. From ever-changing government regulations to managing patient expectations to finding ways to deliver more efficient and better care, many healthcare providers struggle to balance it all. Now more than ever, healthcare providers need to find away to efficiently and effectively manage […]

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

Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year.  And most of the reasons are completely avoidable. Almost nine out of 10 people (84%) switched 1.91 suppliers each last year, with electricity suppliers hit the hardest. While these […]

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