10 Omnichannel Customer Service Best Practice Tips

By Sam O’Brien, Ring Central   Customers have always expected quick, competent customer service. It used to be enough to have call agents operating in business hours. Now, there’s an expectation for digital customer service, often across multiple platforms. Having an omnichannel strategy is the best way of handling this – and here are ten […]

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Customer Journey Mapping: Templates, Examples & Tools

Defining the body of experiences your customers have with your company can prove highly beneficial in facilitating the overall improvement of your market offerings. Customer journey mapping highlights the many points of contact a customer encounters with your business as they work their way towards a specific outcome or goal. In addition to specifying such […]

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What is Sentiment Analysis? Tools, Best Practices & More

Analytics of all sorts provide invaluable insight to managers and team leaders in charge of call center operations. Among the many metrics worth considering to improve your organization’s efficiency, sentiment analysis stands out as particularly powerful. Whenever a customer interacts with your brand, their overall experience can play a significant role in deciding whether they […]

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First Call Resolution Ideas

Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve […]

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What is Robotic Process Automation (RPA)? Definition, Tips & Best Practices

As many modern jobs grow in complexity, coping with a rapidly scaling economy and a significant shortage of trained talent, numerous companies have taken to using software and other technology solutions more fervently to keep productivity levels consistent. The current stock of technology available to businesses, from sophisticated business intelligence software to artificial intelligence, speech […]

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Customer Experience Management Tips & Best Practices

Customer experience management is the process of controlling interactions with leads and buyers at an organization with the goal of providing satisfactory care. Managing the experiences of customers is something that can seriously affect the overall health of a business. A poor customer experience (or CX) with a brand can lower satisfaction, retention and even […]

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5 Mistakes to Avoid to Create a Full Picture of the Customer Journey

The truth is that if you are tasked in your business to measure the customer experience based on interactions on a single channel, you will only get a one-dimensional view of the customer journey. The fact is, your customers give you clear advice and feedback about the experience they expect every time they interact with […]

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What is Customer Journey Analytics?

Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture. Enter customer journey analytics: […]

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The True Path to Measuring Customer Sentiment Through Speech Analytics

Sentiment analysis has become an industry phrase that has ushered in an acute focus for organizations toward as both a necessity in business success and a core differentiator in customer experience.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about your products, promotions, brands, or […]

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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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Thoughts From The AI Summit In San Francisco

To most of external world we are a call center platform, more specifically a call center change and insight software.   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.  If you can indulge me for the next few […]

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

Numbers don’t lie. Or do they? Net Promoter Scores (NPS) and similar measures are often touted as valuable tools for keeping a finger on the pulse of customer satisfaction and improving the customer experience. And they are – but relying on this data alone fails to paint the full picture that today’s contact centers need […]

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

A Definition of Customer Satisfaction Rating & Importance Scales As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the customers themselves. For call centers, customer satisfaction is key to performance and success, so having an accurate picture of satisfaction levels is critical. To get a […]

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What is Service Delivery Optimization?

A Definition of Service Delivery Optimization While you may like to think that your call center handles the majority of your customer service, the truth is that activities that impact the customer experience happen across your organization and its various channels. As organizations face the challenge of so many employees outside the contact center handling […]

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What is Omnichannel Customer Engagement?

A Definition of Omnichannel Customer Engagement Customers do not take a linear path to organizations anymore. Rather, they engage with companies on multiple channels and across channels while pausing and resuming their journey along the way. We know that customers conduct online searches and visit websites before they make their first phone call, and we […]

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

A Definition of Customer Journey Mapping Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes from the first exposure to a brand or company through the final purchase – sometimes including the post-purchase experience as well. It’s a flexible technique, allowing marketers to use several tools and […]

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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 it […]

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46 Marketing Pros and Customer Experience Experts Reveal the Most Important Considerations for Businesses When Getting Started with Customer Journey Mapping

Customer journey mapping is an important step in gaining an understanding of how your prospects and customers interact with your company from the initial contact to engagement, purchase, and beyond. But in the age of digital media, there are myriad channels through which a prospect can be introduced to a new business, various points through […]

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