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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What is Service Delivery Optimization?

A Definition of Service Delivery Optimization While you may like to think that your call center handles the majority of your customer service, the truth is that activities that impact the customer experience happen across your organization and its various channels. As organizations face the challenge of so many employees outside the contact center handling […]

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What are Interaction Analytics?

Definition of Interaction Analytics: Interaction analytics begins with raw data – multichannel interactions, such as chat transcripts, social media posts, recorded contact center calls, SMS, emails, and other – and transforms it into structured data that can be sorted, filtered, searched and analyzed to better understand your customer interactions and customer satisfaction. Notably, interaction analytics […]

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ROI from your investment in speech analytics? Absolutely!

While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution. Organizations polled cite two main reasons for their reluctance […]

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

Definition of Business Intelligence Business intelligence is an umbrella term that refers to the tools, processes, and infrastructure used by companies to identify, analyze, and access key business information. Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store. Business intelligence tools and systems are […]

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Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […]

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Why You Should Add Predictive Analytics to Your CEM Toolbox

You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one.  Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […]

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How Companies Can Best Leverage Customer Data

In today’s fast-paced, consumer-driven marketplace, customer communications channels abound.  Gone are the days of simply picking up the phone and contacting customer service.  Instead, customers communicate with companies through numerous channels, including social media, email, live chat, and more. So what does this mean for companies looking to provide optimal customer experiences? In order to […]

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How Did Speech-Reco Get So Much Better So Quickly?

By: Mike Dwyer, Vice President Research & Development, CallMiner You may have noticed that the speech recognition in your phone (Siri) or your car (Ford Sync, BMW DragonDrive), or your home (Alexa) has gotten remarkably better in the past 18 months (or you may still not be using it because of that one time it […]

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Key Takeaways & Highlights from LISTEN 2016

Last week, CallMiner hosted our eighth annual LISTEN user conference and customer engagement analytics event.  LISTEN 2016, which took place at the beautiful Opal Sands Hotel in Clearwater Beach, Florida, featured sessions, keynotes, and roundtable discussions on speech analytics, customer experience, call center efficiency, and more. At its core, LISTEN is an event designed to […]

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LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics

In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. Forrester, in fact, reports that the revenue […]

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