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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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 […]

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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

CallMiner is thrilled to be hosting its eighth annual LISTEN conference, where customer engagement professionals will have the opportunity to connect and share insights about their experiences with speech analytics.   Attendees can choose from more than 40 sessions, most led by customers, across five tracks including fundamentals and advanced, executive, and analyst and relational […]

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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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7 Tips for Providing Exceptional Customer Experiences

If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human.  Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]

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Who’s ready for #LISTEN2016??

25 days left, and as you can imagine, the CallMiner team is working feverishly to prepare for our biggest and best Customer Engagement Analytics conference yet.  Hosted at a brand new resort, the Opal Sands is right in the heart of beautiful Clearwater Beach on the Gulf of Mexico, with every room being Gulf Front […]

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7 (More) Call Center Best Practices

There is no denying that an efficient call center is one where agents address customer concerns in a prompt and thorough manner, creating meaningful relationships with customers at each and every point of interaction. But, the question is: What does it take to establish a well-organized and efficient call center? Earlier this year, we brought […]

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