EMEA

25 tips for optimizing your contact center's QA practices

Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip...

The ultimate guide to sentiment and emotion analysis

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights...

Research Lab

Our AI and research experts give you an inside look at our platform

Learn the latest from our team of researchers and data scientists as they break new ground in the area of conversation analytics

Understanding and driving omnichannel customer experience

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strate...

Forrester study highlights the value of customer intelligence

Discover why Forrester Consulting examined the latest trends in customer intelligence.

What is conversation analytics?

Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this po...

Can you legislate AI?

The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.

How to improve the customer journey

It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your ...

AI + collections: How technology can help organizations adapt to change, fast

Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 ...

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Learn how call centers can more effectively identify, address and manage customer vulnerability.

25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.

International Contact Centre Operations Tips & Best Practices

Learn how international contact centres can approach agent management optimisation, procedural improvements and more.

25 Experts Reveal How Companies Can Use Omnichannel Technology to Improve Customer Service

Read this article to learn how omnichannel technology can enhance customer service.

What is Customer Vulnerability?

Read this article to learn how to identify, support and retain vulnerable customers.

25 Examples of Contact Center Interactions & Judgments That AI Will Never Be Able to Make

This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.

24 AI Professionals & Ethics Experts Reveal the Most Overlooked Obstacles for Companies When It Comes to AI Ethics/AI Bias (and How to Overcome Them)

Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias.

Outbound Call Center Tips & Best Practices

To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.

What is Customer Feedback Management (CFM)?

See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisio...

The Fusing of AI & Automation with Human Judgment in Call Center Success

See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they se...

Emotions List: A List of Emotions & How to Identify Them

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

What is eDiscovery?

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

Termination Letter Examples for Call Centers & Customer Service Pros

This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.

24 Marketers, CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience

Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer exper...

What is Customer Value?

This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.

10 Omnichannel Customer Service Best Practice Tips

Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.

What Are Customer Analytics?

Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.

What is Text Analytics?

Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.

Exit Interview Questions for Call Center Employees

These employee experience questions may potentially enable you to discover important insights that can inform lasting improvements in your contact cen...

Machine Learning Algorithms: A Tour of ML Algorithms & Applications

Learn more about machine learning algorithms and their current uses in a variety of industries.

What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.

21 Marketers, Analytics Pros & Business Leaders Reveal the Most Creative Uses of Predictive Analytics in the Call Center

We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center.

25 Surefire Ways to Improve Customer Satisfaction

What are some ways companies can drive customer satisfaction in today’s consumer-centric landscape? Here’s our curated list of 25 tactics.

Call Center vs. Contact Center: What’s the Difference?

This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Here are some of the best metrics a call center can start with to inform growth strategies and track performance.

The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software

Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting ti...

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

A panel of management professionals addresses the best way for customer service / experience managers to handle a disgruntled employee.

25 Conflict Resolution Strategies for Customer Service

Read this article to learn some of the best conflict resolution strategies for contact center agents can implement.

Customer Journey Mapping: Templates, Examples & Tools

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

12 Call Center Best Practices You Need to Be Doing Right Now

What are some call center best practices for retaining top talent and improving the customer experience? Take a look in CallMiner’s latest blog post.

What is Voice of the Customer? Templates, Examples & More

This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that compri...

The Top 50 Marketing Analytics & Data Analysis Certifications & Courses

Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.

Business Process Outsourcing Tips & Resources

This article help round up best tips and resources on the Business Process Outsourcing (BPO) from 25 different experts.

Remote Call Centers: Tools,Tips & Best Practices for Remote Contact Center Managers & Agents

Read these tips and best practices for remote contact center managers and agents as businesses move to work-from-home workforces.

Fraud Spreads as Does the Coronavirus: Steps to Take

Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.

The Two Words on Everyone’s Minds: Business Continuity

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

What is Sentiment Analysis? Tools, Best Practices & More

Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.

Call Center Service Levels: Calculations, Metrics, & Industry Standards

The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

Top Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations, Trends, and Best Practices

The debt collection industry is changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under re...

What is Business Intelligence? Examples, Uses & More

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

Call Center Regulatory Compliance

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

Scheduling Software for Call Centers: Buying Tips & Best Practices

This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization.

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing for customer service managers.

LISTEN World Tour London Stop #1: An Impactful & Insightful Success!

Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success.

First Call Resolution Ideas

Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.

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

Read how Robotic process automation works, our best practices for implementing RPA, and tips for overcoming common challenges faced during implementat...

9 Call Center Environment Best Practices

Here are 9 best practices you can implement right now in order to keep your call center environment both welcoming and productive.

Operational Challenges in the Call Center Industry

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

Voice of the Customer Tools and Best Practices

Here are the most effective tools and best practices you can incorporate into your company's use of Voice of the Customer tech and techniques.

5 Call Center Training Best Practices

Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand.

Call Center Floor Rules

To ensure your contact Center agents keep up their great work, take a look at these call center floor rules and guidelines.

Call Center Metrics Best Practices

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and mo...

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

In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and ...

Consumer Empathy: 5 Tips for Deepening Customer Empathy

In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and ...

Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what man...

Call Center Statistics You Should Know

Here 25 interesting call center statistics that may prove helpful in deciding whether the use of one for your own business's strategy is appropriate.

What is Employee Experience? Definition & Best Practices

There is no single perfect approach to improving the employee experience. Here are some best practices for creating an ideal experience within your co...

Examples of Customer Engagement Strategies & Tips from the Pros

Here are 25 valuable strategies and expert tips for improving customer engagement - the totality of interactions between your company and its clientel...

Sentiment Analysis Tools Buying Guide

Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the proc...

Contact Centre Predictions for 2020

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

7 Important Call Center Skills Every Agent Should Have

Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should posses...

25 Employee Satisfaction Survey Questions You Need to Ask

This article identifies 25 questions you should be asking your employees in your surveys for better results and insight into the minds of your team me...

Call Center Metrics: Examples, Tips & Best Practices

These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.

VOE Definition: What is a Verification of Employment (VOE)?

Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Empl...

Data Mining Tools Buying Guide: Expert Tips for Choosing the Best Data Mining Tools

To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web.

The 3 Deadly Sins of Gamifying in the Contact Centre

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

Learning how to optimize your own surveys can help your business capture key information from customers consistently.

What is Call Center Outsourcing?

Call Center Outsourcing allows a business to offer its customers services it otherwise would not be financially well-positioned enough to offer.

How to Choose the Best Data Visualization Tools

Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose ...

What is Customer Effort Score?

Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuri...

Reduce Employee & Customer Churn with Actionable Engagement Insights

It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer chur...

25 Tips & Best Practices for Identifying the Best Call Center Services

These expert tips and best practices will help you choose the best outsourced call center services for your company’s needs.

CallMiner Infographic: What The %!#* Is Going On

Use of profanity by customers in the contact center is on the rise and that’s bad for business.

Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

To get maximum value from your data, leveraging the right data analytics tools is a must.

Anatomy of a Successful Call Center Agent: 25 Tips & Characteristics

The most successful call center representatives share some important characteristics. These expert tips and quotes cover the most valuable characteris...

Data Mining: Definition, Techniques, Tools & Tips

Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know.

Business Intelligence Software: How to Choose the Best Software

Companies are leveraging business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decis...

What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR

A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired w...

Join Us at UK Customer Forum

We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base.

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

Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit y...

5 Standards of Excellent Customer Listening

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

What is NPS? Definition, Techniques, Tools and Tips from Experts

Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.

What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

Here’s what you need to know to make smart use of business intelligence solutions.

Customer Satisfaction Survey Questions: Tips, Examples & Best Practices

Customer satisfaction surveys come in several forms, ranging from one question to many, and different types of surveys have different purposes and que...

Want to Improve the Patient Experience? Stop Sending Bad Surveys

From what I observe, when it comes to measuring the patient experience, good customer survey design is rare. And using mixed methods to uncover insigh...

Partnership News: DataRobot and CallMiner to Accelerate AI Capabilities

CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.

The Can’t-Miss Workshops, Exchanges and Activities for LISTEN 2019

CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence.

Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data

Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with...

Customer Experience Analytics: 25 Expert Tips & Best Practices

These expert tips and best practices on leveraging customer experience analytics will help you leverage CX analytics to the fullest potential.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s nee...

What is a Customer Experience Map? How to Create an Effective Customer Experience Map

Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map.

For Better Customer Experience,Take a Closer Look at Context in Your Contact Center

Speech analytics lets you see the “why” and “how” behind 100% of customer conversations.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

These 25 expert tips and best practices will help you deliver more effective, targeted feedback for better results in your call center.

Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered!

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing.

Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic

By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome.

What is Customer Experience Analysis?

A customer experience analysis is an important tool for identifying potential shortcomings and improving the customer experience.

Customer Experience Management Tips & Best Practices

Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.

100 Call Center Management Tips: Expert Insights & Advice for Hiring & Training Call Center Agents

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor

When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.

3 Reasons Why Agent Empathy Makes for Happier Customers

Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a probl...

Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

Follow these tips and best practices for developing effective call center scripts and using scripts to your advantage.

Find Out Why Customers Engage Through the Science of Conversation

By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond...

Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advanta...

The Agent Churn Cycle: Why It Happens and How to Prevent It

Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today.

4 Ways To Use Call Recordings for Better Contact Center Performance

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of ...

3 Potential Pitfalls of DIY Speech Analytics

Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they ...

Your Questions on Call Center Agent Engagement Answered

Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie employee performance to overall c...

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Contact center efficiency is a struggle for managers at one time or another. And because efficiency is directly tied to minimizing overhead costs in t...

What is Sentiment Analysis? Examples, Best Practices, & More

When utilizing the right technology tools and applying it to key business drivers, sentiment analysis is a powerful tool for steering companies to suc...

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

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

Here are a few “do’s and don’ts” to consider from CCW interview when integrating a customer engagement analytics platform to improve your business str...

Ask the Expert: 6 Questions About AI in the Contact Center

CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial i...

CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the t...

Gamification and Analytics Drive Better Agent Engagement and Performance

Using analytics and gamification is an effective way to encourage successful agent engagement with the right incentives to measure, monitor, and promo...

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.

19 Experts Reveal the One Aspect of Call Center Regulations They'd Improve

Call center regulations are complex and stringent, but there’s plenty of room for improvement. We reached out to a panel of 22 experts and asked them ...

What is Customer Journey Analytics?

Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide ...

CX Analytics Summit London Was a Jolly Good Time

The event featured speakers from CallMiner experts and customers Cabot and DLG who shared their stories of analytics success.

How Trends Are Changing With Unified Communications

Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, b...

See CallMiner At Enterprise Connect 2019!

Meet us at Enterprise Connect. CallMiner has a number of activities going on which we invite you to attend that focus on AI, contact center technology...

The True Path to Measuring Customer Sentiment Through Speech Analytics

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC trackin...

6 Ways to Go Beyond the Survey with Speech Analytics

Company's look to solicited feedback, surveys, review sites and social media for how they are doing. It is only a portion of the customer experience s...

Solution News: CallMiner Launches Customer Experience Solution Pack

The CallMiner Customer Experience Solution Pack is designed to harness data, as well as accelerate time to insight with a categorization framework des...

The Call Center Can Be a Thin Line Between Love and Hate

Read three things I think your call center could do to drive higher levels of customer satisfaction.

7 Things Contact Center Agents Know To Be Happy In Their Job

Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.

Hear from the Experts How AI Drives Better Customer Experiences

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportun...

10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a bette...

How Contact Center Agent Self-Assessment Improves Results

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customer...

3 Ways to Improve Your Call Center Monitoring Practices [Video]

Learn 3 ways how you can improve your call center monitoring practices through call analysis and agent feedback. Including Analyze video!

Does Average Handle Time (AHT) Really Matter?

A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer e...

5 (More) Contact Center Employee Engagement Trends in 2019

CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends ...

5 Employee Engagement Trends in 2019

Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service ...

3 Voice and Text Analytics Questions Answered from ROI Webinar

3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve a...

ICYMI: CallMiner Top 10 Stories of 2018

CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!

CallMiner Employees Give Back Year Round

As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities.

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

Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at...

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

The CallMiner Index reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel pref...

Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

Dialog Direct was able to utilize CallMiner throughout their contact center to increase close rates, decrease training time, and create better custome...

190 Billion Reasons Why You Should Find the Root Causes of Complaints

I was fascinated by a recent story about the cost of complaints. I believe technology, particularly speech analytics can help in three ways.

30 Marketing Pros & Data Analysts Reveal How Marketing Data Analysts Can Better Impact Marketing ROI

Marketing analysts are often expected to predict the future, and, fortunately, tools like interaction analytics are available that can help them do ju...

Top 10 Gamification Blogs

Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read o...

How Listening to Customer Impacts Your Bottom Line

The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. B...

CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction, and Alerting

Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and superviso...

5 Ways to Define What Enterprise-Ready Means for Speech Analytics

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organiza...

Not Valuing Customers Leads to $136 Billion Switching Epidemic

The report titled the CallMiner Index features survey responses from US adults who had contacted a supplier's contact center in the last five years le...

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to...

Announcing Medallia Partnership to Empower Voice of the Customer Insights

CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.

Thoughts From The AI Summit In San Francisco

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.

50 Must-See Customer Engagement Presentations

We’ve rounded up 50 must-see customer engagement presentations from leading organizations and industry thought leaders.

What the Hack? Join us for our Hackathon!

Launching our Hackathon - CallMiner's first! - on First Call Resolution (FCR) we want your amazing talent to create the right way to find FCR behavior...

Making Sense of CX Alphabet Soup: NPS, CSAT, CES

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer expe...

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.

BPO vs. KPO Call Centers: Which Is Best For Your Call Center?

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

5 Values of Speech Analytics for the Insurance Industry

Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media.

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. Customer interaction analytics ...

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consisten...

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

Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018.

What is Collection Analytics? Definitions, Benefits, and More

Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritiz...

Improving Healthcare Customer Experience With Speech Analytics

Here are four ways speech analytics assists healthcare providers with regulatory compliance.

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

CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least...

SiriusXM CallMiner Success Story Podcast Highlights from CCW

During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusX...

4 Measurements of CX Success in the Outsourced Contact Center

Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance.

Keep Your Call Center At-Home Agents Engaged

It is essential that you create a plan and strategy for keeping at home agents engaged from afar. Read 8 tips to keep remote call center agents engage...

Leveraging Best Practices to Empower Your Agent Workforce

In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touc...

What Executives Need To Know About Contact Center Compliance

When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts...

Detecting Fraud with Speech Analytics

There is a way to safeguard your customers and your business from fraud - speech analytics..

10 Tips to Improve Contact Center Contact Center Operations

Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.

CallMiner Named a Leader in AI-Fueled Speech Analytics

Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018.

Improving Productivity and Collections Revenue While Mitigating Risk

For many businesses, debt collection is an unavoidable necessity. But how can you improve your call center agent productivity while mitigating risk?

5 Benefits Of An API Integration In Your Contact Center

Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamif...

Conversations with Your Customers: Tone is Everything!

Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your co...

Q&A on Best Practices and Guidelines for Purchasing Speech Analytics Webinar

I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics. But I wanted to share with you some of the que...

The Machine Learning Okey Dokey Hypothesis

We’re always looking for new ways to incorporate machine learning into speech analytics. I ended up with some interesting findings that really show th...

The Role of AI in Customer Experience [Infographic]

See in our infographic more insights and predictions on how AI is changing the customer experience for the consumer and in your call center.

Interaction Analytics Can Help Turn Your Call Centre Into A Predictions Centre

Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a...

Yanny vs. Laurel: Speech Analytics AI Weighs In

The CallMiner team has been watching the Yanny-Laurel debate with great excitement. Without further ado, here is what our speech analytics software Eu...

6 Ways to Reduce Call-backs with the Right Language

First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during c...

50 Debt Revenue Recovery Tips: Developing a Debt Revenue Recovery Strategy, Tools & Technology, and More

Whether clients fail to pay because of poor health, lost employment, or a poor customer service experience, they can fall behind with payments and pre...

Growth of Conversational Commerce

Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses wh...

Getting to the Root of Displeasure

Managing a large number of complaints or repeat callers, it is costly to businesses in the way of financial resources and agent productivity.

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

Do you know how to turn your contact centre from a cost to profit centre?

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or ...

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...

7 Tips for Keeping Agents Happy

No matter what industry you serve, one thing is certain; call centers can’t deliver a positive customer experience without the right agents in place.

Contact Center Customer Experience Best Practices

This post will help you zero-in on those technologies and best practices proven to produce Customer Experience results.

Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these ...

Are You Ready for GDPR?

Have you heard about the General Data Protection Regulation? It’s important to understand if or how this new legislation is going to affect your busin...

101 Customer Experience Tips: CX in the Contact Center, Planning & Strategy, Customer Experience Tools & Technology, and More

We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience.

A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer serv...

GDPR is Just Around the Corner. Are You Ready?

The requirements of GDPR are leaving many businesses struggling to make updates to internal procedures regarding recordkeeping and storing of informat...

Join Industry Leaders for the CallMiner CX Intelligence Summit

AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer i...

RFPs for Speech Analytics: Asking the Right Questions

When you want to hear what your customers truly have to say, you are on the path to transforming your business.

20 Call Center Pros Reveal the Biggest Things Companies Overlook When It Comes to Call Center Compliance Issues

Call centers are constantly under pressure from regulatory compliance concerns.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But...

Auto Finance Debt Collection Tips: Regulations, Outsourcing Collections, Best Practices, and More

Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue.

21 Call Center Leaders Reveal What’s Keeping Call Center Managers Up at Night

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that they are running a call center operat...

What is Artificial Intelligence (AI)? A Definition of Artificial Intelligence, Challenges and Benefits of AI, and More

Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans.

5 Keys to PCI Compliance in the Call Center

How can call centers remain PCI compliant and instill customer confidence that data is being protected? Here are 5 key ways:

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

Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the...

Combatting the Surge in UK Energy Switching

This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.

Using Speech Analytics to Identify Vulnerable Customers

Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical...

What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices

QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflec...

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

As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the custo...

Cloud vs. On-Premise Call Centers: Key Differences, Benefits, and More

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer...

Marketing Data Analysis Tips: 51 Marketing Data Analysis Tips and Tricks, Analysis Techniques, and More

Marketers rely on analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportuniti...

What Is Escalation/Incident Management? Prevention, Challenges, and How Real-Time Monitoring Can Help

Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ call...

Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More

Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that c...

What Are Call Center Industry Statistics in 2017? Here’s what you Need to Know.

Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.

What is Service Delivery Optimization?

This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact c...

How to Measure & Improve Call Center Average Speed of Answer

Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resol...

The New Significance of SIM Scores for UK Water Companies

With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

What is Omnichannel Customer Engagement?

Omnichannel customer engagement best practices and solutions empower companies to deliver consistent, personalized customer experiences.

Streamlining Contact Center Processes for More Effective Use of Human Resources

Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.

Top Customer Experience Podcasts: 50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers

We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching.

The Importance of Contact Center Efficiency and Customer Experience as Energy Pricing Faces Scrutiny

With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be dri...

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

Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes.

The Most Important Algorithms for Marketing Data Analysts to Understand

Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day

What are Database Marketing Metrics?

Database serves as the central, shared source of customer and prospect information which can be used for a variety of business purpose.

How to Reduce Call Center Dead Air Space

What happens when a customer contacts your business expecting answers and the only thing they hear is silence?

Top Marketing and Analytics Podcasts: 50 Informative, Entertaining Podcasts on Marketing and Analytics from the Most Influential Podcasters and Industry Experts

We’ve put together this list of 50 top marketing and analytics podcasts to make the search a bit less painful for you.

Top 5 Metrics for Measuring Customer Satisfaction

In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfa...

Call Center Training Best Practices

As customer expectations are constantly increasing in terms of call center performance, so must the training methods evolve.

The 50 Best Debt Collection Blogs

To help you decide which blogs deserve your time, we have compiled a list of the 50 best debt collection blogs online!

What are Interaction Analytics?

The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf.

ROI from your investment in speech analytics? Absolutely!

While there is no “easy button” to deploy speech analytics, contact center stakeholders should absolutely expect a return on investment when the syste...

CX Data Analysis: Data That Delivers Exceptional Customer Experience

When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable.

What is Contact Center Efficiency?

there are two factors that consistently have a major impact on customer satisfaction, and therefore on your overall efficiency: talk time and handle t...

Identifying the Top Call Center KPIs & Metrics for Your Business

Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance.

What is Business Intelligence? How it Works, Best Practices, Tips, and More

Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store.

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

There are many lessons contact center professionals can take from Netflix.

41 Marketing and Sales Experts Reveal the Most Under-Utilized Way to Capture the Voice of the Customer and How to Better Leverage It

To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.

6 Steps to Improve Your Customer Satisfaction Surveys

Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to im...

ACI Partners with CallMiner to Deploy Speech Analytics Company wide

American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launc...

Are you ready to deliver next generation customer experience through an Omnichannel Contact Centre?

It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword.

Improve First Call Resolution Rate Beyond the Industry Standard

Call center managers are constantly looking for metrics to improve their agents' performance. First call resolution has come front and center in that ...

What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Voice analytics are the use of a voice recognition tool to analyze a spoken conversation. Not only does voice analytics software translate speech to t...

Omnichannel Data & Analytics: Making Omnichannel Work

The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results.

Restructuring Your Talent Strategy Through Workforce Planning

Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements.

NLP, AI & Speech Analytics in the Contact Center

Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers.

Multi-Tasking & Active Listening for Call Center Agents

In addition, speech analytics software can help managers understand and measure their agents' empathy.

Call Center Ideal Call Flow Scripts: Helping or Hurting?

Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.

Leveraging Natural Language Processing To Its Fullest

There are three common mistakes that most businesses are making when relying on software that offers natural language processing.

Customer Experience Trends to Look for in 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits o...

What is Interactive Voice Response (IVR)?

Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staf...

CallMiner’s Brian LaRoche Talks Customer Engagement Analytics

Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017.

Use Big Data for a chance of having a Big Year in 2017

In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.

Why You Should Add Predictive Analytics to Your CEM Toolbox

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

How Companies Can Best Leverage Customer Data

To understand the customer journey, companies must leverage the wealth of customer data at their disposal. Read how MDM & speech analytics can help.

“The only way to do great work is to love what you do.” Steve Jobs

One can argue about the reasons why it is important, however what is ultimately an indisputable net result of employee unhappiness is disengaged emplo...

7 Tips for Providing Exceptional Customer Experiences

How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read mo...

7 (More) Contact Center Operations

A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best pract...

5 Reasons Speech Analytics Is Critical in Call Center Collections

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

How to Use Engagement Analytics to Measure Customer Satisfaction

By embracing and deploying customer engagement analytics, companies can overcome the shortcomings inherent to relying exclusively on surveys.

3 Best Practices for First Call Resolution

Today’s competitive consumer marketplace demands that customer-facing companies adopt strategies to foster meaningful interactions with customers.

Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

More executives are turning to advanced analytics to measure customer and agent interactions and ensure their call centers are performing at a high le...

3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer...

How Does Collections Analytics Improve Agent Performance?

Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most?

How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer?

Introducing CallMiner’s New Customer Engagement Optimization Interactive Community

In today’s customer-centric marketplace, the customer experience is everything.

3 Reasons Every Call Center Needs an Contact Center Operations Dashboard

An agent performance dashboard is an ideal solution for improving agent performance and the customer experience. Read why.

The Beginner’s Guide to Speech Analytics Technology

An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.

How Do You Define Call Center Adherence Best Practices?

In the call center, it is critical to make the most of your agents’ time. Read more about call center adherence best practices from industry experts.

5 Call Center Agent Performance Metrics You Need Right Now

Having the right call center performance metrics in place can improve agent performance and the overall customer experience. Learn how.

Exploring gamification for health care payment collections

Gamified payment collection would be a great fit for many health care providers.

Maintaining compliance in inbound customer service call centers

Compliance doesn’t just happen – call centers need to deploy the right tools and strategies.

What Are the Best Contact Center KPIs for Your Operation?

In order to drive a better customer experience, call centers must have the proper KPIs in place. CallMiner has outlined some of the best metrics to he...

7 Call Center Best Practices from Industry Experts

To uncover some of the best ways to drive call center efficiency, CallMiner compiled a list of call center best practices from industry experts. Read ...

Three most important factors for contact center success

For any contact center to thrive, its decision-makers need to have the right priorities.

How Collection Analytics Drives Improved Call Center Performance

Contact centers face the constant challenge of maximizing payments while staying up to date with compliance rules and regulations. Here’s how collecti...

Ask the Experts: What Is Your Speech Analytics Definition?

It’s helpful to review speech analytics definitions to determine the right solution for your business’ individual needs. Here’s what the experts have ...

Using call center analytics to generate revenue

When utilized effectively, call analytics can have a big impact on a company’s bottom line.

5 Things You Didn’t Know About Voice Analytics Technology

Voice analytics technology may offer considerable business benefits, but many organizations simply don’t know much about it. Here’s a look 5 unknown f...

What Are the Benefits of Workforce Optimization in the Call Center?

Workforce optimization in the call center can lead to improved agent performance and better interactions with customers. Read more.

FCR – One Call, That’s All

Industry experts have long estimated that 25 cents of every dollar spent by a call center goes toward fixing issues that weren’t properly addressed du...

What’s the Best Way to Manage and Empower Call Center Agents?

Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more.

What Is Wrap Up Time in the Call Center?

What is wrap up time in the call center – and why is it important for driving efficiency and improving the customer experience? Take a look in CallMin...

What Are the Benefits of Interaction Analytics in the Contact Center? [Resource Guide]

Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest reso...

How to Enrich Customer Interactions: 3 Actionable Tips

Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optim...

5 Tips on How to Improve Customer Engagement in the Contact Center

Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read ...

How Customer Engagement Analytics Can Improve the Customer Experience

Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in Ca...

What Can Call Centers Do to Prioritize the Customer Experience? [Resource Guide]

Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.

5 Must-Read Research Reports on the Customer Experience in 2015

Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.

How to Reduce Stress in the Call Center Environment: Checklist

Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech a...

Experts Weigh In: What’s the Best Way to Improve Your Call Quality Monitoring?

To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find ou...

How Sentiment Analysis & Social Listening Can Improve the Customer Experience

How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysi...

How Speech Analytics Can Reduce Costs & Improve Contact Center Efficiency (Case Study Examples)

CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case s...

Speech Analytics: A Game-Changer for Immediate & Relevant Agent Coaching Opportunities

How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.

How Speech Analytics Software Can Benefit Business Areas Across the Enterprise

Speech analytics shouldn’t be a function of the contact center alone. Take a look at the importance and impact of speech analytics across the enterpri...

3 Ways Outsourced Call Centers Can Improve the Hiring and Onboarding Process

Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the rig...

Improving “Avoidance” Behavior to Reduce Absenteeism

What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.

Big Picture: What Is Contact Center Analytics?

Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more.

5 Reasons Your Call Center Should Be Using Cross-Channel Interaction Analytics

Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.

4 Customer Experience Questions Your Contact Center Must Answer

There’s no one-size-fits-all approach to delivering a positive customer experience, but asking these 4 questions can help you get started.

Say What? 3 Ways Sentiment Analysis Can Help Uncover Your Brand’s Reputation

What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reput...

Sarcasm in the Call Center? Yeah, right.

Sarcasm is notoriously difficult for both humans and machines to detect and even though most companies are concerned about it, they shouldn't be.

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