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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LISTEN 2018: New Keynotes, Workshops & Sessions Announced

CallMiner’s LISTEN is the industry’s leading event for customer engagement analytics professionals. It brings together analysts, thought leaders and product experts to share best practices on acquiring intelligence from customer interactions. This year’s event will be held October 23 – 25, 2018 and will feature new keynotes, session tracks customized to your role and analytics level, pre-event […]

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

Many call centers utilize speech analytics solutions because it helps streamline their overall operations and better track agent performance. When you decide to invest in a solution, you trust that your data will be kept safe from hackers and cybercriminals. In most cases, you don’t think about what will happen if you choose to switch […]

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LISTEN 2017: Premiere Event for CallMiner Customers and Customer Engagement Professionals – Just Two Months Away!

LISTEN 2017 will be held October 25-27, at the Opal Sands Resort in Clearwater Beach, Florida. With an elite lineup of keynotes and speakers, over 40 educational breakout sessions—most led by customers, Eureka Great Escape Challenge, Eureka Success Playbooks, ever-popular API content and plenty of time for networking, LISTEN 2017 is a must-attend event. To […]

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State of Customer Analytics – $25 Amazon Gift Card

Hi Folks,   Respected analyst firm Ventana Research is conducting a survey on The State of Customer Analytics. Help Ventana collect data on this topic. Access the survey here: http://ventanaresearch.the-state-of-customer-analytics-2018.sgizmo.com/s3/?uniqueid=CABRcallminer.   I’ve copied the qualifications and details below: ————————————————————– Using Analytics to Optimize Customer-Related Activities and Processes   Today’s intense competition requires companies to know […]

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Voice of the Customer Analytics: The Power of VOC Insights in Improving Service

One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their decisions, behavior, and opinions of your brand are crucial to long-term success. To create a positive customer experience, not just before and during the sale, but after […]

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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 Call Center Gamification Improves Customer Loyalty

Gamification has hit every industry over the past few years, and we’ve seen myriad ways you can use it. What has recently come to the forefront is using gamification to boost customer loyalty. And just in time. Customer loyalty programs have been flagging recently – and recent publications have argued it’s because loyalty programs aren’t […]

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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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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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Omnichannel Data & Analytics: Making Omnichannel Work

In our most recent white paper, we explained how companies can move beyond interaction analytics to an omnichannel world. The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results. One of the biggest challenges here is making sure that the company’s data analytics are not […]

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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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Improve Customer Engagement by Thinking Like a CEO

How is it that certain brands, in the face of wandering customer focus, are still able to strongly engage with customers? Their top leaders have a lot to do with that engagement. For example, Richard Branson, founder and CEO of Virgin Group, has always focused on being in the “experience business,” Forbes contributor Carmine Gallo […]

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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.  Jim interviewed Brian about how Customer Engagement Analytics can help improve call center efficiency. They also discussed how CallMiner can help automate the QA process and improve agent performance.   http://www.callcentercoach.com/brian-laroche-talks-customer-engagement-analytics/

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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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Healthcare Apps Can Learn from Fitbit

The Takeaway: Healthcare providers looking to increase customer engagement through apps can look to Fitbit for successful tactics, like multi-channel engagement and strong motivators.   If only more healthcare apps could be like Fitbit. When asked about his company’s mission, Fitbit CEO James Park said:   “A lack of consumer engagement is missing…[it] is a […]

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Is Your Quality Management Going to Win You a Major?

I like to play golf, badly on most occasions, but it’s a hobby of mine and I enjoy it. Tiger Woods also plays golf and he recently returned in the Hero Challenge after a long time out of the game with injury. From being former World number one his ranking was in the mid 800’s. […]

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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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