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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Want to Improve the Patient Experience? Stop Sending Bad Surveys

In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to be […]

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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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Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data

Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of outside contractors listening to user recordings without their knowledge. Yet, this is far from a standalone event when it comes to the privacy of […]

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