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

Gauging a customer’s overall satisfaction with your services and products can help you optimize for a better customer experience and better overall market performance. However, getting to know just what your customers think about your brand can be a tough task to take on. Customer satisfaction surveys serve this purpose well, encouraging your client base […]

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What is Call Center Outsourcing?

Presenting your customers with a functional resource that they can turn to if they encounter any difficulties in using your products or services is no small feat. Often enough, providing such a service requires a significant investment in personnel, training, and maintenance, not to mention ongoing management and the software needed to support the process. […]

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How to Choose the Best Data Visualization Tools

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover […]

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Key Takeaways From Our First UK Customer Analysts Forum

CallMiner’s first UK Customer Analysts Forum uncovered some brilliant ways for speech analytics to deliver a great return on investment. The day consisted of five workshops that afforded analysts within our user community the opportunity to share some of their thoughts, successes and challenges with the application of speech analytics. Among the many learnings shared, […]

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What is Customer Effort Score?

Implementing and tracking a customer effort score at your organization could be key in keeping your customers satisfied and improving their customer experience – a tough feat that can otherwise force you to become a mind reader, guessing at their wants and needs before they themselves know them. Unfortunately, most managers and business leaders have […]

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Reduce Employee & Customer Churn with Actionable Engagement Insights

It’s no secret that customer churn is costing businesses huge amounts. In fact, The Callminer Churn Index estimated that customer churn is costing UK businesses a whopping £25 billion a year! That’s why we hosted a webinar with our consulting services partner, Ember Real Results, to show how to identify actionable engagement insights to reduce […]

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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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25 Tips & Best Practices for Identifying the Best Call Center Services

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that […]

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Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

In today’s data-driven world, data analytics tools are more important than ever. Enabling businesses to analyze raw data from multiple data sources, identify correlations and trends, and even make predictions about the future, data is a key driver of strategic decision-making for companies of all sizes. Data analytics tools are more accessible today, as well, […]

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Anatomy of a Successful Call Center Agent: 25 Tips & Characteristics

There are many characteristics that successful call center agents share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting. Things like showing up […]

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Data Mining: Definition, Techniques, Tools & Tips

Data mining is the process of collecting, assimilating and utilizing information for anomalies and/or benefits. The data is typically collected from large databases and processed to determine patterns and other correlations. These patterns can be statistical; an example is that the unemployment rate can be derived and predicted using data mining. Correlations can also be […]

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Business Intelligence Software: How to Choose the Best Software

Analytics, from speech analytics to web analytics and beyond, are a part of your business. Not just the “backend,” either. Data is a part of every aspect of the buyer journey, inventory, and managing your employees. While this is a fact, there are a large percentage of businesses who aren’t using their business intelligence. The […]

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What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […]

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Join Us at UK Customer Forum

We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base. Besides enjoying the sights and sounds of London and spending time in the amiable company of the CallMiner Business Analysts team, what is it about this gathering that makes it so […]

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What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

After call work includes all tasks which require completion once your contact center’s agents phone conversations with customers are finished. While there are a number of things that take place outside of phone calls in a call center, “after call work” refers to the specific things completed by the reps and customer service agents who […]

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5 Standards of Excellent Customer Listening

In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening programs always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. These 5 standards are not […]

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

A Net Promoter Score® (NPS) is one of several scoring methods companies use to measure the customer experience and gauge customer satisfaction. Specifically, NPS is a value or metric used to gauge how happy and loyal customers are to a brand or organization. Customers and clients with a higher NPS are more likely to tell […]

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What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

Business intelligence (BI) is a collection of tools and strategies that analyze and convert raw data into actionable and coherent information for use in business analysis to help in decision making. Every business has powerful transaction-oriented systems that store all data gathered from daily operations into repositories. To remain competitive, businesses must rediscover and utilize […]

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Customer Satisfaction Survey Questions: Tips, Examples & Best Practices

There are hundreds of potential questions you might ask on a customer satisfaction survey, but the best questions for any particular survey depend on your goals, your audience, your industry, and other factors. In other words, there are many things to consider when developing a customer satisfaction survey. For instance: Customers may get fatigued and […]

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