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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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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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. Once they move out of sales, they can interact with individuals in service, support, and even your billing departments. According to Ventana Research, the majority of these interactions take place via voice conversations, but other communication channels are gaining […]

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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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Conversations with Your Customers: Tone is Everything!

“Use your voice.” “Watch your tone.” “It’s not what you say, it’s how you say it.” Sounds like a conversation a parent has with a teenager, right? But if you want more satisfied customers, more engaged employees and a team that is working together for the good of your business, it’s a conversation you might want to […]

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Growth of Conversational Commerce

Conversational commerce is changing the way customers interact with brands and companies. Younger generations, like millennials, look at the transition as a valuable one because it utilizes technology they rely on every day, their smartphones. Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with […]

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Getting to the Root of Displeasure

As a business, you expect to hear from your customers, and you probably welcome their calls because they give you valuable insight into their perception of your company. The last thing you or your call center agents want is to continually be handling upset customers or worse, repeat callers. Managing a large number of complaints […]

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Ready to Get ROI on Your Great Customer Service? Think “Conversionally”

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an […]

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How to Reduce Call Center Dead Air Space?

Silence: The Truest Expression of Scorn There is a common misconception that the rise of the Internet, social media, live chat software, and text messaging mean the phone call is slowly dying. The truth is phone calls account for 68% of all customer communications which means properly training representatives is still a critical aspect of […]

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Top 5 Metrics for Measuring Customer Satisfaction

More than 90% of unhappy customers will never choose to do repeat business with you. But, 95% will if you fix their complaint instantly according to Lee Resource, Inc. As a smart business owner or manager, your priority needs to be creating satisfied customers.   In today’s customer-focused business world, that means you need to […]

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A customer journey – how not to handle a complaint

Because of the nature of the industry I work in, I care a lot about how good companies are at delivering a superior experience to their customers – and how they respond when things go wrong.   This blog is prompted by a bad customer experience and an even worse complaint handling process. I hope […]

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

I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent of all […]

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CX Data Analysis: Data That Delivers Exceptional Customer Experience

Meeting customer demands can be a struggle for today’s businesses. Their expectations change from day to day, and customers expect results before they even contact you. Technology plays a leading role in these high expectations. The business community is embracing technology across all aspects of their operations. It streamlines communication and makes tedious tasks more […]

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

Netflix is a master at showing how big data can work as a tool to create strong customer engagement and improve customer satisfaction – the next time you choose a new TV series, see the recommendations this streaming service offers based on your previous choices. This company – with its oceans of information about when […]

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6 Steps to Improve Your Customer Satisfaction Surveys

  I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction.   Think about your own satisfaction survey […]

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IOT Evolution: Predictive Analytics & the Internet of Things

The Internet of Things and predictive analytics – these two technologies have an almost unlimited number of potential applications, and are already upending countless industries. Research and Markets estimated that the global IoT market will reach $660 billion by 2021, representing a 33 percent compound annual growth rate through that time. Similarly, the worldwide predictive […]

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Employee Engagement: Companies Should Think Past “Fun”

Managers and employees alike know the benefits of high employee engagement. When prioritizing our needs in the workplace, we value a pleasant work environment over a big paycheck, according to a recent British study conducted by the Association of Accounting Technicians. For managers looking to boost engagement, the key is to find the combination of […]

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4 Examples of Common Customer Engagement Misconceptions

As is the case with most buzzwords, customer engagement has a fuzzy definition, which can make it difficult for companies to create strategies that improve customer satisfaction and experience. As a result, engagement has a large number of misconceptions, which can stop contact center leaders from taking full advantage of the benefits that customer engagement […]

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Why multitasking is the enemy of active listening

The Takeaway: While it’s tempting to multitask, agents struggle to have authentic interactions with customers. Active listening is a useful tool to improve engaging with customers. Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer […]

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Using Analytics in Your Contact Centre to Help You Navigate Through Uncertain Times in 2017?

Post by: Frank Sherlock, VP, International, Sales An Age of uncertainty is upon us” according to The Economist and many other sources.   Preparing for and being able to manage your business and your relationships with customers through such times will be critical. Your call centre is at the forefront of customer interactions. Utilizing the […]

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