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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What the Hack? Join us for our Hackathon!

For those of you who are not aware, I am on the research team here at CallMiner.  In research, we like to learn and try stuff.  If you are lucky enough to be a research scientist, then you know what I’m going to talking about.  If not, then let me share what we do, and […]

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5 Values of Speech Analytics for the Insurance Industry

The insurance sector faces a growing number of challenges every year including increased regulation, commoditization, costs outweighing profits, high competition, and high customer expectations. Thanks to the rise of digital expectations, incumbent insurance companies no longer have a guaranteed place in the future of insurance. Companies that want to grow and see success must embrace […]

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Summer Is The Time To Binge Watch Webinars

At CallMiner, we strive to consistently deliver valuable information through our learning center and the numerous webinars we host and are speakers on with our partners. We know you can’t always attend webinars in your busy day, but the summer is a great time to catch up on webinars you may have missed. And for […]

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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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5 Times When Voice Wins Over Customer Self-Service

As the post-Christmas trading analysis shows there are some significant challenges at play in the retail sector and 2018 will most likely continue in the same vein with cost pressures intensifying. Several of our most recent assignments have allowed both customer and operational improvements in parallel with cost reduction – combining these views can magnify […]

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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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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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One Concept that Improves All Your Customer Service Interactions

In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another customer service improvement plan? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is […]

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Restructuring Your Talent Strategy Through Workforce Planning

Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements. Talent management is the preferred and exploited tool used to drive organizational health and customer satisfaction. However, what most companies overlook in the rush to gain a competitive edge and stay relevant in a digital age is their human […]

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Digital Customer Service Strategy Lessons from Silicon Valley

Silicon Valley has given traditional businesses a long list of lessons on improving the digital customer service. Companies in the valley have the agility to shift with consumer needs, whether it for the actual products or the way customers interact with the brand. The Valley calls it pivoting. We call it digital transformation. Put simply, […]

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Call Center Ideal Call Flow Scripts: Helping or Hurting?

Ideal call flows are a great tool for contact center agents to interact with customers. These scripts give agents an expectation of how the call will proceed and can even ease anxiety when agents aren’t sure what to expect or if they’re new to the job. Sales and collections agents use call flows frequently – […]

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What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

  What is after-call work (ACW)? Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.”   Blog Post Here

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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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How Successful People Stay Productive and In Control

Hi EO Members, Please visit link below for the  blog :-   https://www.linkedin.com/pulse/20141110142734-50578967-how-successful-people-stay-productive   Regards, Pulkit Jain   encore

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Voice of the Customer: It’s NOT About You!

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met.   This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of.   Unfortunately, organizations run a high risk of […]

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4 Suggestions to Help Prepare for the Millennial Tsunami

Here come the Millennials, also known as Next Gen and the Baby-On-board Generation. Regardless what call you them they are nearly 98 million young adults born between 1980 and 2000 and by 2020 they will represent nearly 50% of the workforce.   Millennials are quite different then any generation before them. They view the world […]

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