What is CSAT? Definition, How to Measure CSAT & Tips

CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in connection with “CSAT score,” which refers to the numerical measure of customer satisfaction. Brands and marketers use CSAT scores to establish a customer’s level […]

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

After call work includes all tasks which require completion once your contact center’s agents phone conversations with customers are finished. While there are a number of things that take place outside of phone calls in a call center, “after call work” refers to the specific things completed by the reps and customer service agents who […]

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LISTEN 2019 Keynote Speakers Lineup Announced!

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019. This year’s conference theme, ‘Velocity to Vision’ will center around the technologies, services and best practices that drive speed to interaction insights and improved customer outcomes. LISTEN 2019 will feature appearances from leadership and customer experience […]

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See You at Customer Contact Week in Las Vegas

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! We will have hosting activities at our booth #213 throughout this week’s event in Las Vegas at the Mirage Hotel and Casino. Tuesday, June 25 […]

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The Do’s and Don’ts of Customer Engagement Analytics from CCW

Speech analytics has come a long way since its introduction. No longer is it constrained to the walls of traditional quality assurance. Earlier this year, I sat down with Brian Cantor of Customer Contact Week, Marvie Wright of Qualfon and Chad Schott of HomeAdvisor to discuss how, when used correctly, your speech analytics strategy can […]

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How to Invite the Most Honest Customer Feedback: Partner Case Study

Do you have time for a survey? Can you give us some feedback?  Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d […]

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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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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

Every year post-holiday analysis shows there are some significant challenges at play in the retail sector and it 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 the […]

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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?

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 your business success. Some businesses struggle […]

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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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What does customer engagement mean to you?

Recently, Marketing Week revealed that 78 percent of marketers used brand engagement as an ROI metric – yet less than half believed that it was taken seriously by business leaders. No wonder it’s difficult for businesses to commit to strategies that focus on boosting customer engagement. However, there may be a good reason for the […]

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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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