Customer Experience Management Tips & Best Practices

Customer experience management is the process of controlling interactions with leads and buyers at an organization with the goal of providing satisfactory care. Managing the experiences of customers is something that can seriously affect the overall health of a business. A poor customer experience (or CX) with a brand can lower satisfaction, retention and even […]

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LISTEN 2019 Keynote Speakers Lineup Announced!

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019. This year’s conference theme, ‘Velocity to Vision’ will center around the technologies, services and best practices that drive speed to interaction insights and improved customer outcomes. LISTEN 2019 will feature appearances from leadership and customer experience […]

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100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, motivate your team to succeed, and most importantly, to stay informed […]

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See You at Customer Contact Week in Las Vegas

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! We will have hosting activities at our booth #213 throughout this week’s event in Las Vegas at the Mirage Hotel and Casino. Tuesday, June 25 […]

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When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

According to a survey by Sabre published in Forbes of more than 100 airline executives,  51% said lack of technology stops them from improving customer experience.  Moreover, Accenture said about the airline industry,“Both traditional and low-cost carriers need new strategies to differentiate themselves from competitors and digital (including real-time analytics) can be a key difference […]

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3 Reasons Why Agent Empathy Makes for Happier Customers

The CallMiner Churn Index shows that listening is critical to keeping customers loyal. When asked about their emotional state before making a call to a call centre, the top response by almost half of consumers (46%) is that they just want someone to listen to them – in other words show empathy! Listening to a […]

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Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies. Whether you employ scripted language for greeting customers or closing sales or offer special guidance for agents who handle difficult customer interactions, such as agitated customers, scripts can be useful […]

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Find Out Why Customers Engage Through the Science of Conversation

Call center agents interact with more customers daily than any other department of your company – and these conversations tend to be what makes or breaks the customer’s perception of the brand. That’s why it’s crucial to plan for every type of problem that a contact center agent could encounter, and that begins with not […]

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Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

Analytics has been changing the bottom line for businesses for quite some time. Now that more companies are mastering their use of analytics, they are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more. That’s why companies are looking to implement machine learning (ML) […]

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The Agent Churn Cycle: Why It Happens and How to Prevent It

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and […]

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4 Ways To Use Call Recordings for Better Contact Center Performance

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting […]

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

The Voice of the Customer (VoC) represents your customers’ perceptions, needs, and requirements. Used as a research method to identify market opportunities, gauge customer sentiment, and gain insights into competitive advantages or weaknesses, VoC surveys are a valuable tool in your customer experience toolkit. Any VoC strategy is most effective when data is collected from […]

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5 Mistakes to Avoid to Create a Full Picture of the Customer Journey

The truth is that if you are tasked in your business to measure the customer experience based on interactions on a single channel, you will only get a one-dimensional view of the customer journey. The fact is, your customers give you clear advice and feedback about the experience they expect every time they interact with […]

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3 Potential Pitfalls of DIY Speech Analytics

More and more organizations are looking to build in-house data science or AI teams to use emerging technology and techniques to harness the power of their data.  With the growth of these internal data science teams, many companies are looking to gain greater control of all aspects their data programs to be more nimble and […]

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Your Questions on Call Center Agent Engagement Answered

Agent or employee engagement is a vital topic in call center management. Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie employee performance to overall company goals. In a recent webinar nGuvu’s Pascal Leclerc on the top 10 employee engagement trends of 2019, we discussed […]

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

The struggle with contact center efficiency is common at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an […]

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

A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […]

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What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and […]

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The Do’s and Don’ts of Customer Engagement Analytics from CCW

Speech analytics has come a long way since its introduction. No longer is it constrained to the walls of traditional quality assurance. Earlier this year, I sat down with Brian Cantor of Customer Contact Week, Marvie Wright of Qualfon and Chad Schott of HomeAdvisor to discuss how, when used correctly, your speech analytics strategy can […]

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Ask the Expert: 6 Questions About AI in the Contact Center

In the latest edition of the Inner Circle’s Guide to AI, Chatbots & Machine Learning CallMiner’s VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial intelligence (AI) in the contact center. Check out our AI experts thoughts on these 6 […]

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