Listen 2016: Customer Engagement Building Momentum

The Higher Ed Growth team joined top customer engagement professionals for CallMiner’s Listen 2016 earlier this month. Our company has attended for years and this event stood out in many ways. For one, it was bigger. With 40 percent more attendees, customer engagement is clearly building momentum. It’s a reflection of the industry and a […]

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Is Your Customer Engagement Ready For the Internet of Things?

The Takeaway: The IoT is fast approaching, and you need to adjust and adapt your customer engagement strategies and resources accordingly.   The Internet of Things is one of the most exciting technological developments to emerge in recent years. As the IoT picks up steam, it will inevitably have a huge impact on companies in […]

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Webinar: How Your Analysts Can Get More Actionable Insights from Interaction (Speech) Analytics

This month’s webinar, to be held on March 24 at 1:00 PM EST, will discuss “A Day in the Life of an Interaction Analytics Analyst.” Congratulations, your organization has made (or is considering making) the wise investment in automated interaction analytics to help support agent performance, compliance and optimal contact outcomes.  Now, how do your […]

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CallMiner Exhibits at DMA &Then: Interaction Analytics Improves Marketing Effectiveness

CallMiner is exhibiting at the DMA &Then conference in Boston, October 4-6, 2015. The conference brings analysts, brand managers and strategists together to share ideas and proven ways to improve marketing effectiveness. For years, many companies have been using Interaction Analytics in their call centers to improve agent performance. Market leaders are also using intelligence mined […]

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Drop in Contact Center Satisfaction Points to Need for Multi-Channel Analytics

CFI Group’s Contact Center Satisfaction Index (CCSI) finds customer satisfaction with contact centers dropped 10% in 2013.  With a score of 69 (on a 100 point scale), the 2013 score reflects an eight point decrease from last year’s record high score of 77. A recent Smart Customer Service news brief reports the dip in customer […]

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Forrester Report Predicts Investment in Analytics Over Next Two Years

A recent Forrester report, “A Better But Still Subpar Global Tech Market In 2014 and 2015,” predicts that, while not the double-digit growth the industry has seen in decades past, global IT purchases will increase by 6.2% in 2014 and 8.2% in 2015, up from 4.3% in 2013.  According to a DestinationCRM article discussing the […]

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