10 Omnichannel Customer Service Best Practice Tips

By Sam O’Brien, Ring Central   Customers have always expected quick, competent customer service. It used to be enough to have call agents operating in business hours. Now, there’s an expectation for digital customer service, often across multiple platforms. Having an omnichannel strategy is the best way of handling this – and here are ten […]

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LISTEN World Tour London Stop #1: An Impactful & Insightful Success!

Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success. We hosted clients, partners and prospects from as far afield as South Africa across 2 days, featuring inspiring thought leadership from speakers who shared their speech analytics successes, including organisations […]

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Contact Centre Predictions for 2020

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to […]

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LISTEN World Tour is Coming to London

The date has been fixed, the venue chosen, and the preparations are underway!! February 25th and 26th will find us hosting the 1st leg of the LISTEN World Tour at 8 Fenchurch, London for our customers, prospects, partners and industry watchers. The inaugural London LISTEN 2019 event was a huge success, featuring full house attendance, […]

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LISTEN 2019 is “in the Books”

It’s hard to believe after all the planning and hard work by so many people here at CallMiner that “LISTEN 2019 Velocity to Vision” at Margaritaville Resort in Hollywood FL is finally “in the books.” This year’s annual user conference for customer engagement professionals was the largest yet with 413 attending the event, a whopping […]

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Women in Analytics Networking Event: A LISTEN 2019 Production

By Anya Korneyeva, Sr. Research Engineer at CallMiner Women make up 59% of the American workforce yet fill less than 17% of all roles in data and analytics — despite many holding degrees in related fields. At CallMiner I have been fortunate to work with a strong group of women in analytics across our teams […]

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Only at LISTEN: An AI Perspective from Outside the Cave

If you live in a cave, caves are what you know. It becomes your existence, your totality of experience. But a strange thing can happen when you venture outside. You learn new things, have different experiences, ones that better equip you for life inside the cave. Why am I telling you this? Because the cave […]

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Partnership News: DataRobot and CallMiner to Accelerate AI Capabilities

We are excited to announce that CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.  DataRobot will tap into CallMiner’s extensive conversation analytics capabilities that drive better outcomes, such as improving agent effectiveness, increasing customer satisfaction, or even recommending the next best sales action to […]

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The Can’t-Miss Workshops, Exchanges and Activities for LISTEN 2019

If you’ve been ‘listening’ to our latest announcements, then you know that our annual industry-leading event, LISTEN 2019, will be taking place November 4 – 6 at Margaritaville in Hollywood Beach, Florida. Apart from bringing you the latest on our technologies, services, and best practices for achieving ‘velocity to vision’ with AI-fueled speech analytics, you’ll […]

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Don’t Miss Listen 2019 Award Nominations!

Got a superstar in your organization who has gone above and beyond with their use of CallMiner and our suite of products to achieve great results and improve outcomes? Then now is your chance to honor that rockstar who is creating great results and positive change for your organization by nominating them for the prestigious […]

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Collection Success Stories in the Contact Center: Part 2

Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent retention being two of the biggest. One error by an agent can cost you thousands of dollars in fines and cost you the time investment in training your agent. Many contact centers are relying […]

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Collections Success Stories in the Contact Center [Video]

The debt collector industry often has a bad reputation, but the truth is debt collector agents have to overcome significant obstacles every day. Maximizing collections revenue while remaining compliant with various regulations is a difficult task. Interaction analytics software helps debt collectors collect revenue while remaining compliant and creating a positive customer experience. We are happy to […]

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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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Ready to Get ROI on Your Great Customer Service? Think “Conversionally”

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an […]

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A customer journey – how not to handle a complaint

Because of the nature of the industry I work in, I care a lot about how good companies are at delivering a superior experience to their customers – and how they respond when things go wrong.   This blog is prompted by a bad customer experience and an even worse complaint handling process. I hope […]

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How to Make your Survey Better than Nordstrom, Lowe’s, and Walmart

I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent of all […]

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Employee Engagement: Companies Should Think Past “Fun”

Managers and employees alike know the benefits of high employee engagement. When prioritizing our needs in the workplace, we value a pleasant work environment over a big paycheck, according to a recent British study conducted by the Association of Accounting Technicians. For managers looking to boost engagement, the key is to find the combination of […]

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CallMiner’s Brian LaRoche Talks Customer Engagement Analytics

Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017.  Jim interviewed Brian about how Customer Engagement Analytics can help improve call center efficiency. They also discussed how CallMiner can help automate the QA process and improve agent performance.   http://www.callcentercoach.com/brian-laroche-talks-customer-engagement-analytics/

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The True Path to Customer Sentiment Through Interaction Analytics

Sentiment analysis has become a household phrase in this “era of the consumer” that has ushered in an acute focus for organizations towards customer experience, as both a necessity in business success and a core differentiator.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about […]

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Does Average Handle Time (AHT) Matter?

I see a lot of chatter on my various social feeds around Average Handle Time. The major thrust of the communications is that AHT is now useless as a metric for anybody other than planners and to understand how effective you are at transacting with customers it’s all about measuring Customer Experience (CX), having effective […]

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