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In my recent blog What separates Which’s best and worst brands? I described three ways in which call centres can improve their satisfaction scores by creating an emotional connection with their customers. Which’s poll proves this is incredibly important as companies that succeed in creating this connection take up the top positions on the list. While creating an […]

CallMiner staff was interviewed at CCW Austin. As our 20th anniversary concludes with CCW Austin, the event will feature 80 interactive discussion groups, 7 tracks of unsurpassed content, and an expo hall with nearly 200 customer-centric solution providers, the largest CCW ever. So make sure you come with customer engagement skill sets you wish to improve […]

 CTO and Founder Jeff Gallino is quoted in CRMXchange’s article on emotional analytics.    Emotion analytics solutions have the capability to extract insights from all customer touchpoints and channels across the organization which include: calls, texts, video, facial, emails, chats, and social media platforms. These products employ historical data and real-time information to identify customer […]

Which has recently revealed its list of UK’s Best and worst brands for customer service in 2019. While the top-ranking brands were from a mix of industries – including a bank, retailers and a supermarket – four out of the bottom five places were filled by utilities providers. This got me thinking. Why is there such […]

  Tell us about your role and the team/technology you handle at CallMiner. As Co-Founder and CTO at CallMiner, I oversee all aspects of the team’s vision and development of our SaaS-based customer engagement and speech analytics platform and product suite, Eureka. All seven of our product solutions—Analyze, Coach, Capture, Alert, Visualize, Redact and API—work interchangeably by leveraging Artificial […]

      Here are answers to some questions I often hear about call center speech analytics. Question: What’s the biggest trend you’ve seen when it comes to managing customer relationships, and how has that evolved over the past five to ten years?  Answer: With the rise of digital transformation, we’ve seen a major shift in consumer […]

by Falon Fatemi   2019 has already unfolded as a banner year in terms of the union between artificial intelligence and sales. While 2018 saw the artificial intelligence sales revolution beginning to gain momentum, the applications were limited. In 2017, 51% of enterprises leveraged some form of artificial intelligence. In 2018, the percentage increased by a mere […]

by Micah Solomon     Do you know of any cloud-based solutions that can prevent a defective product from (literally) going up in smoke–and help its manufacturer identify such dire situations before they hit the news (and, perhaps, their stock price)? There’s only one service that I know of that can pull this off: CallMiner’s Eureka.  It’s the […]

The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score (NPS), handle time, and amount of silence are correlated with positive or negative outcomes. However, insights from speech analytics technology prove that these metrics only tell part of the story. […]

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable, and then they leave. Deloitte reports that large call centers with over 500 agents suffer from turnover rates of 50% or […]

Many traditional metrics only tell a small part of of the overall customer and agent experience story. But a new approach to measurement is possible if you capture and analyse every customer interaction helping your agent performance and customer experience. Most call centres are great exponents of the philosophy of: “If you don’t measure it […]

CallMiner partner MainTrax, a visionary team of experts uniquely qualified to help companies maximize speech analytics technology and transform customer data into smart, actionable business solutions, contirbuted an article on contact center hiring and featured CallMiner. Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a […]

Call centers are a nexus of data and insights for brands, as they are the front line of customer experience capturing the voice of the customer– and voice of the employee. All the interactions and words flowing through call centers provide rich information for companies, but to truly see value, the key is context. Without […]

          Most companies have teams focused on keeping customers loyal. That’s because everyone knows customer churn costs a business in multiple ways. But often, the same effort is not given to keeping call centre agents loyal and engaged. Perhaps that’s why call centre agent churn is as high as 26% in […]

  Agents interact with dozens of customers daily, and odds are they aren’t exactly calling to talk about their opinion on the Game of Thrones finale. Your employees encounter an influx of problems, ranging from simple to complex, that all need to be addressed in a way that not only follows organisational and customer expectations, but […]