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CallMiner, a provider of a platform for speech and customer engagement analytics, is partnering with Medallia, a provider of customer experience management cloud technology. The partnership combines CallMiner’s contact center engagement analytics with analytics from Medallia’s feedback solutions to provide VoC insight within a cloud-based integrated offering. CallMiner’s conversational analytics platform, Eureka, is designed to monitor […]

CallMiner, provider of a platform for speech and customer engagement analytics, is partnering with Medallia, a provider of customer experience management cloud technology. The new partnership combines CallMiner’s contact center engagement analytics with analytics from Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering.CallMiner Eureka conversational analytics […]

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New research reveals an accelerating switching epidemic that’s costing British businesses £25 billion per annum. The study, by CallMiner found that after price, the next three reasons to switch are all related to being treated unfairly. This is counter to the British sense of fair play and falls foul of a primary need neuroscientists say is […]

Both new and tenured supervisors and managers are eager to transform their staff into efficient workers who understand the business and how to drive revenue. To reach these lofty goals, these managers should understand how workers fit into the four “performance stages.” And they need to understand the tactics they can use to push staff […]

Debt collection companies are now turning to speech analytics in order to help them reduce delinquencies and mitigate losses allowing businesses to maximise their accounts receivable recovery. Collection analytics aids to understand customer preferences and behavior patterns, which in turn helps in developing better collection strategies. Collection strategies are primarily needed to improve productivity. It […]

Customers in 2018 expect immediate customer service via their preferred channel. This, of course, means readily available chat, email, or phone, but also social channels such as Twitter and Facebook. They want real two-way communication via these social channels, not auto-responses that don’t address the problem. These aren’t just platforms to share complaints and suggestions, […]

6th Aug 2018 67 Next 67     CallMiner surveyed 1,000 people to find out how/ why consumers contact suppliers and how they were feeling when they contacted. Read more to find out how the results uncovered a switching epidemic – and that call centres play a pivotal role. White Paper written by: […]

828     Our panel of experts share how they would increase take-up of digital channels, without forcing the customer’s hand. 1. Have a Clear Proposition There are many routes to increased digital engagement. Five immediate suggestions might include: Not over-promoting your voice channel Embedding self-service as part of your customer onboarding process […]

120     Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least […]

New interaction analytics modules will provide customer intelligence using the Eureka platform engine. Customer engagement and speech analytics platform provider CallMiner announced at Customer Contact Week 2018 that they are launching the new CallMiner Eureka platform and 5 new analytics modules: Analyze, Coach, API, Redact, and Alert. The modules are powered by the Eureka data […]

New research reveals that British businesses are driving customers away for completely avoidable reasons. And it’s costing them billions. In fact, a conservative estimate of the price of switching is £25.05 billion per annum. The report features survey responses from 1000 UK adults who had contacted a supplier in the last 12 months. Entitled the […]

If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand – and how to fix any problems – you need to dig deeper. You need a robust, ever-evolving analytics program. SiriusXM is fervently committed to […]