3 Ways Engagement Analytics Helps Maintain PCI Compliance for Call Centers

In today’s consumer marketplace, e-commerce plays a crucial role.  Statistics show that 40% of worldwide Internet users have bought products or goods online via desktop, mobile, tablet, or other online devices.  This amounts to more than 1 billion online buyers and is projected to continuously grow. What this means is that organizations with e-commerce platforms […]

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5 Reasons Speech Analytics Is Critical in Call Center Collections

  Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments while maintaining quality service and strict compliance. Add to that complexity an increasingly strict regulatory environment and you’re left with collections firms under pressure to make sweeping and costly changes in order to remain competitive […]

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3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […]

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What Can You Do to Maximize Your Speech Analytics Technology?

Speech analytics in the call center holds many advantages: reduced operating expenses, outstanding customer experiences, increased company revenue, and reduced customer attrition. By giving you critical insight into agent performance (as well as customer sentiment), speech analytics can result in a more effective call center operation overall. But just having speech technology in place is […]

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Call Center Phone Scripts: Are They a Thing of the Past?

It should come as no surprise that customer service has a significant impact on customer loyalty. Companies are 14 times more likely to sell to an existing happy customer than to a new customer. What’s more, the vast majority of customers (97%) consider customer service to be very important in their choice of and loyalty […]

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5 Ways Speech Analytics Helps Improve the Patient Experience

If there’s any industry that’s in the midst of a transformation, it’s healthcare. Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach […]

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How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer? Maybe you received the wrong item you’d ordered online, called customer service, and had the correct item delivered to your doorstep the next morning. Maybe you tweeted at a company to get a quick response to a problem or question and got […]

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Introducing CallMiner’s New Customer Engagement Optimization Interactive Community

In today’s customer-centric marketplace, the customer experience is everything. Research shows 55% of customers are willing to pay more for a “guaranteed” good experience – meaning customers are no longer satisfied with just being promised a good experience. So what does this mean for companies looking to compete on the basis of the customer experience? […]

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The Beginner’s Guide to Speech Analytics Technology

In the call center environment, it’s critical to drive operational excellence at all times – especially with today’s consumer becoming more discerning than ever before.  Recent consumer surveys, in fact, show that just one poor customer service experience can result in the demise of even the longest-standing customer relationship. So what’s the best way to […]

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LISTEN 2016 Registration is Open

We’re excited to announce that the Registration for LISTEN 2016 – the industry leading event for Customer Engagement Analytics – is now open at www.listen2016.com. Attend LISTEN to take your EngagementOptimization.com experience face to face.   LISTEN 2016Registration Now OpenEarly Bird Deadline is May 31, 2016 LISTEN 2016November 2 – 4, 2016Opal Sands Hotel, Clearwater […]

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What Should You Look for in an Interaction Analytics Application?

Let’s say you know you have valuable customer data across all touchpoints (telephone, email, web chat, social media, etc.) but you don’t know exactly how to find it or to make the best use of it.  What can you do to leverage the information to better understand customer needs and preferences and, in doing so, […]

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CallMiner CTO, Jeff Gallino, Shares Insights on Achieving ROI with Interaction Analytics

At a recent event in London, CallMiner CTO, Jeff Gallino, shared advice on how best to achieve ROI from Interaction Analytics. He also shared his insights in an interview with CallCentreHelper. Gallino cited three areas to focus on to realize ROI from Interaction Analytics. Compliance – Mitigating risk by analyzing every interaction. This will allow […]

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Leveraging analytics to gather customer intelligence

By this point, it’s no longer controversial or even surprising to suggest that the contact center should do more than handle customer phone calls. Instead, companies are starting to use their contact centers to handle client issues across a broad range of channels and focus more on generating revenue through upsells.   Yet while many […]

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5 Things You Didn’t Know About Speech Analytics Technology

Speech analytics may have been around since 2002, but that doesn’t mean that organizations are leveraging its full potential in today’s increasingly competitive and customer-centric marketplace.   The problem is that, for many organizations, speech analytics is still a relatively unknown technology.  Forty-three percent of companies do not yet know what speech analytics really is […]

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Ask the Experts: What Is Your Speech Analytics Definition?

The answer to the question “What is speech analytics?” may vary depending on who you ask.  For some, speech analytics may be the process of analyzing recorded calls to improve agent performance and the company’s bottom line.  For others, it may be monitoring calls for certain language or acoustic characteristics that can be used to […]

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5 Things You Didn’t Know About Voice Analytics Technology

Speech analytics in the contact center is not a new concept.   The first speech analytics products became available for commercial purposes in 2002.  Typically comprised of a speech engine that converts speech to data, an indexing layer that makes it searchable, a query and search user interface to allow the user to define requirements […]

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Upcoming CallMiner Webinar: 5 Secrets of Success When Migrating to Real-Time Interaction Analytics

CallMiner hosts monthly webinars with the aim of sharing topical, relevant information for the contact center industry – as well as providing best practices and results from multiple organizations and industries that have used customer interaction analytics programs within their own contact center. This month’s webinar, to be held on January 21st at 1:00 PM […]

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What Are the Benefits of Workforce Optimization in the Call Center?

By definition, workforce optimization (WFO) is “a program suite that combines recording, quality management, and other call center technologies into one console to oversee call center performance. A WFO suite typically includes tools for workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, surveying and speech analytics.” There’s a lot of information contained […]

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2015 – The Year Customer Interaction Analytics Went Mainstream

As I sit here on the 30th of December biting my nails by the “fax machine” awaiting those 20ish PO’s we need to make the quarter – I am reflecting on the year just coming to an end.   (Because if I start reflecting on the numbers we need to hit by the end of the […]

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What’s the Best Way to Manage and Empower Call Center Agents?

In the call center environment, there’s no one-size-fits-all approach to managing agent performance. Best practices will vary from agent to agent and organization to organization, but one thing is for certain: Proactively and consistently managing agent performance is critical to delivering superior customer service and a positive customer experience overall. Donna Fluss notes that improving […]

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