Voice of the Customer (VoC)

Through sentiment and emotion analysis, you can gather insights from unsolicited feedback into how customers feel and improve real-time conversation outcomes.

101 customer service stats you need to know

Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.

The ultimate guide to sentiment and emotion analysis

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights...

Understanding and driving omnichannel customer experience

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strate...

How to improve the customer journey

It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your ...

Tips & strategies for improving customer experience

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.

Understanding and Leveraging Voice of the Customer

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

What is Customer Feedback Management (CFM)?

See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisio...

Emotions List: A List of Emotions & How to Identify Them

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

What is Customer Value?

This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.

What Are Customer Analytics?

Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.

Customer Journey Mapping: Templates, Examples & Tools

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

What is Voice of the Customer? Templates, Examples & More

This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that compri...

What is Sentiment Analysis? Tools, Best Practices & More

Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.

What is Business Intelligence? Examples, Uses & More

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

Voice of the Customer Tools and Best Practices

Here are the most effective tools and best practices you can incorporate into your company's use of Voice of the Customer tech and techniques.

Consumer Empathy: 5 Tips for Deepening Customer Empathy

In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and ...

Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

Learning how to optimize your own surveys can help your business capture key information from customers consistently.

5 Standards of Excellent Customer Listening

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

What is NPS? Definition, Techniques, Tools and Tips from Experts

Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.

Customer Satisfaction Survey Questions: Tips, Examples & Best Practices

Customer satisfaction surveys come in several forms, ranging from one question to many, and different types of surveys have different purposes and que...

Want to Improve the Patient Experience? Stop Sending Bad Surveys

From what I observe, when it comes to measuring the patient experience, good customer survey design is rare. And using mixed methods to uncover insigh...

Customer Experience Analytics: 25 Expert Tips & Best Practices

These expert tips and best practices on leveraging customer experience analytics will help you leverage CX analytics to the fullest potential.

What is a Customer Experience Map? How to Create an Effective Customer Experience Map

Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map.

Customer Experience Management Tips & Best Practices

Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.

3 Reasons Why Agent Empathy Makes for Happier Customers

Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a probl...

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of ...

What is Sentiment Analysis? Examples, Best Practices, & More

When utilizing the right technology tools and applying it to key business drivers, sentiment analysis is a powerful tool for steering companies to suc...

What is Customer Journey Analytics?

Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide ...

The True Path to Measuring Customer Sentiment Through Speech Analytics

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC trackin...

6 Ways to Go Beyond the Survey with Speech Analytics

Company's look to solicited feedback, surveys, review sites and social media for how they are doing. It is only a portion of the customer experience s...

Solution News: CallMiner Launches Customer Experience Solution Pack

The CallMiner Customer Experience Solution Pack is designed to harness data, as well as accelerate time to insight with a categorization framework des...

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

The CallMiner Index reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel pref...

How Listening to Customer Impacts Your Bottom Line

The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. B...

Announcing Medallia Partnership to Empower Voice of the Customer Insights

CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.

Conversations with Your Customers: Tone is Everything!

Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your co...

Getting to the Root of Displeasure

Managing a large number of complaints or repeat callers, it is costly to businesses in the way of financial resources and agent productivity.

What Are Customer Satisfaction Rating & Importance Scales? Challenges and Best Practices for Using Customer Satisfaction Rating & Importance Scales

As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the custo...

What is Customer Journey Mapping? How It Works, Challenges, Benefits, and More

Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes.

Top 5 Metrics for Measuring Customer Satisfaction

In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfa...

41 Marketing and Sales Experts Reveal the Most Under-Utilized Way to Capture the Voice of the Customer and How to Better Leverage It

To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.

6 Steps to Improve Your Customer Satisfaction Surveys

Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to im...

How Sentiment Analysis & Social Listening Can Improve the Customer Experience

How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysi...

Say What? 3 Ways Sentiment Analysis Can Help Uncover Your Brand’s Reputation

What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reput...

Sarcasm in the Call Center? Yeah, right.

Sarcasm is notoriously difficult for both humans and machines to detect and even though most companies are concerned about it, they shouldn't be.