Breaking Down the Speech Analytics Vocabulary

Recently the 11th edition of Contact Babel’s “US Contact Center Decision-Makers’ Guide”  the largest and most comprehensive study of all aspects of the US contact center industry was published. Customer interaction analytics is a key area of focus in the report, as their survey showed that only on average 30% of contact centers are using […]

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

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. Jo Causon, […]

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Stop Avoidable Customer Churn With Great Agent Behavior

If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear keen to move on to their next meeting rather than listen to you, then you’re […]

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Speech Analytics Is A Crime Fighting Agent!

Fraud continues to be a significant problem for businesses around the world. As measures  to combat mail and Internet fraud increase, criminals are moving their attempts to contact centers. Too often contact center agents aren’t even aware that a potential fraudster is on the phone, making it impossible to prevent. It becomes even more challenging […]

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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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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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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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7 Ways of Using Speech Analytics To Shape Your AI Strategy

Contact centers are a vital part of ongoing business success. Agents are ultimately responsible for all interactions and delivering a positive customer experience. One wrong decision and they can turn a loyal customer into a customer of the past. In a recent survey, we asked how likely customer are to switch suppliers if they have […]

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Improving Healthcare Customer Experience With Speech Analytics

The healthcare industry is constantly evolving and faces critical challenges on a daily basis. From ever-changing government regulations to managing patient expectations to finding ways to deliver more efficient and better care, many healthcare providers struggle to balance it all. Now more than ever, healthcare providers need to find away to efficiently and effectively manage […]

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LISTEN 2018: Keynote Announcement and Session Voting

I am excited to once again invite you to LISTEN, CallMiner’s industry leading event for customer engagement analytics professionals, brings together top organizations acquiring intelligence from customer interactions. It will be held Tuesday, October 23 – Thursday, October 25, 2018. By popular demand, we will be returning to the beautiful Opal Sands in Clearwater Beach, Florida. This year’s theme, INTELLIGENCE REDEFINED, […]

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Detecting Fraud with Speech Analytics

Fraud is one of the costliest risks businesses face every day. With so much emphasis being placed on cybersecurity and fraud prevention online, cybercriminals are changing their efforts by targeting businesses via telephone conversations. Call centers have seen a significant increase in fraud according to Pindrop Labs’ 2017 Call Center Fraud Report, with 1 in […]

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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. This new report was Forrester’s first ranking and assessment of the emerging AI-driven speech analytics market. Being recognized by Forrester as a Leader in this new report is an honor that […]

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

Recently I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics with Colin Taylor, CEO & Chief Chaos Officer of The Taylor Reach Group on guidelines to follow when purchasing speech analytics. Participants learned the importance of a request for proposal (RFP), what to include, the proper way to […]

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The Machine Learning “Okey Dokey” Hypothesis

We’re always looking for new ways to incorporate machine learning into speech analytics. While experimenting with some from scikit-learn, an open-sourced python toolkit, my observation was that some models worked particularly well on our speech data. With successful models for distinguishing sales calls from service calls and the agent half of a transcript from the […]

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Analyze Customer Churn with Speech Analytics

In today’s business environment, high customer expectations leave many contact centers struggling to understand why customers leave their service or churn. More often than not, these businesses focus their time and energy on acquiring new customers rather than trying to retain existing ones. A decision that costs them significantly since attracting new customers costs seven […]

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Yanny vs. Laurel: Speech Analytics AI Weighs In

The CallMiner team has been watching the Yanny-Laurel debate with great excitement. It is not every day that speech captures the world’s attention! After tirelessly polling our friends and family about what they hear, we decided: why ask your friends when you can ask a speech recognizer? Without further ado, here is what Eureka thinks: […]

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

Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center. A Definition of Hosted Call Center Software When software is hosted, it […]

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