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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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 Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business. They also often fail to measure the ROI against the most important KPIs […]

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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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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. Hiring the right team can make or break any call center, but it takes more than just reviewing qualifications during the hiring process. Leadership and management teams have a responsibility to […]

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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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Is Your Contact Centre in the Eye of the Storm?

One of the main conclusions from the recent CallMiner and IPI Contact Centre Performance Summit in London on 29th March, was that businesses need to start viewing their contact centre as a more strategic part of the organisation. After all, this is where most of the customer interactions take place. And it’s where much of […]

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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 service needs, according to Forrester. Other channels are gaining ground, however, with digital channels, such as chat and email, and web-based self-service becoming increasingly utilized by consumers. Graphic via Sharpen New technologies are […]

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Join Industry Leaders for the CallMiner CX Intelligence Summit

Wayfair and Bluegreen Vacations to speak on how access to CX intelligence to improve all areas of your business. AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer interactions. Join CallMiner and industry leaders from Wayfair and BlueGreen Vacations to learn how […]

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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. The trouble today is that customers have so much to say across so many channels that companies need a solution for transitioning from voice-only contact centers to omnichannel customer engagement models. The answer lies […]

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

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and careful evaluation […]

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What to Do When Regulators Force You to Get Creative

Post by Frank Sherlock, VP of International Sales Industries that are subject to a regulator’s influence on pricing or operations are often forced to think creatively when it comes to making up any lost revenue due to new regulation. The UK Water industry is facing this dilemma right now as they face a drop in […]

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

Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry. For example, QA metrics for software development could measure production cycles and average costs, while QA metrics […]

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22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software

Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. You need to determine how your company can best leverage this technology to ensure compliance, enhance customer service, support agents and reps, and get […]

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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 communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, […]

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