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, 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 the customer intelligence […]

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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 call center 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 […]

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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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21 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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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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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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We need your vote to help Eureka Xchange become one of the Top 10 contact center technologies!

We are delighted to announce that CallMiner Eureka Xchange has been shortlisted for the 2017 Call Centre Helper “Top 10 Contact Center Technology” awards!  You can help us make the ‘Top 10 list’ by voting for Eureka Xchange via this link: https://www.callcentrehelper.com/best-product.htm It will take you less than 1 minute to cast your vote, and […]

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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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Call Center Ideal Call Flow Scripts: Helping or Hurting?

Ideal call flows are a great tool for contact center agents to interact with customers. These scripts give agents an expectation of how the call will proceed and can even ease anxiety when agents aren’t sure what to expect or if they’re new to the job. Sales and collections agents use call flows frequently – […]

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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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Listen 2016: Customer Engagement Building Momentum

The Higher Ed Growth team joined top customer engagement professionals for CallMiner’s Listen 2016 earlier this month. Our company has attended for years and this event stood out in many ways. For one, it was bigger. With 40 percent more attendees, customer engagement is clearly building momentum. It’s a reflection of the industry and a […]

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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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