LISTEN 2017: Premiere Event for CallMiner Customers and Customer Engagement Professionals – Just Two Months Away!

LISTEN 2017 will be held October 25-27, at the Opal Sands Resort in Clearwater Beach, Florida. With an elite lineup of keynotes and speakers, over 40 educational breakout sessions—most led by customers, Eureka Great Escape Challenge, Eureka Success Playbooks, ever-popular API content and plenty of time for networking, LISTEN 2017 is a must-attend event. To […]

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Streamlining Contact Center Processes for More Effective Use of Human Resources

Agents, teams, and contact center supervisors face an unending list of demands and expectations from customers and business owners. If you are unable to deliver on these expectations, you risk poor customer experience and diminishing profits. A common underlying factor in not meeting expectations is inefficiency. Inefficiency costs contact centers money and time.  Finding ways […]

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Ready to Get ROI on Your Great Customer Service? Think “Conversionally”

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an […]

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Five Emerging Call Center Technology Trends to Watch in 2017

The newest call center technology advancements are focusing on deeper insights and customer satisfaction. Over the past several years, call center technology has played a big part in shifting the industry’s focus towards a better customer experience.  Overall wait times are down.  Calls are transferred less often before a solution is found.  More communication channels […]

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