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          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 […]

by Jason Sterns It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology, such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change. In its 2019 Customer Expectations Report, customer service software company Gladly revealed three new trends that are […]

Retain your top talent by providing meaningful feedback, recognition and proper tools for the job. 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 […]

Too much data. Not enough time. These are the issues that are consistently brought up when evaluating the role of call center analysts. Time spent on mundane processes and wading through endless hours of conversations have devalued the position and limited its impact on the organization. The true value of the data originating in the […]

WALTHAM, Mass., May 21, 2019  — CallMiner, the leading provider of speech and customer engagement analytics solutions, today announced its partnership with consumer consultancy Praxidia Knowledge Services, a specialized subsidiary of the Teleperformance Group, to optimize agent quality and customer satisfaction for contact centers and customer experience (CX) teams across the globe. Powered by the […]

Customer experience (CX) professionals need to be vigilant when they hear promises like “your call center call recordings can be transcribed in real time and processed through text analytics to derive insights.” This refrain tends to be emphasized by CX platform vendors that rely exclusively on text analytics to process feedback from customers. Sounds reasonable, […]

  Jeff Gallino, CTO and founder of CallMiner It’s no secret that contact centers are infamous for their high turnover rates, which average 45 percent year-over-year—more than double the average for all U.S. occupations. What most companies don’t realize, however, is that this doesn’t have to be the status quo. Identifying the signs an agent is about […]

Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to solve problems quickly, efficiently, […]

By Michelle Burbick Catch up on announcements that came out of the enterprise communications industry’s biggest event. Looking back on the week of Enterprise Connect 2019 can make your head spin. And if the countless attendee emails I’ve received are any indication, the general consensus seems to be that we all wish we could have […]

by Brian Cantor, Customer Contact Week Digital When it comes to customer analytics, there is a vast difference between having a bias and having a plan. A characteristic of organizations more into affirmation than discovery,  a “bias” undermines the credibility and efficacy of customer intelligence strategies.  It blinds organizations from properly identifying challenges and opportunities within their journeys.  […]

Much of the value AI delivers within a speech analytics solution comes from its ability to perform categorization with machine learning. Every company understands that you need to listen to customer feedback for insight into your success and failure points within your contact center. This feedback is most commonly acquired from survey response. Customer feedback […]

Every marketer worth their salt wants to boost their company’s NPS scores. The most direct and impactful way to accomplish this goal is through a prioritization on the customer experience. Customers confronted by complex processes or encounter rude support staff won’t result in an enjoyable experience. Any stumbling blocks placed in the customer’s way is […]

CallMiner Makes AI-Fueled Speech Analytics a Reality by Rich Tehrani, TMCnet CEO CallMiner allows organizations to extract intelligence from customer interactions,” said Scott Kendrick, VP of Marketing In an in-person interview. You may know their existing product line – Analyze, Coach, Alert and Redact. They improve sales performance, measure effectiveness of marketing campaigns, call center […]

Capture technology offers instant, stereo audio acquisition with massive scalability for increased visibility to every contact center conversation ORLANDO, Fla. – March 18, 2019 – CallMiner, the provider of award-winning speech and customer engagement analytics platform, Eureka, today released the latest addition to its expanding product portfolio at Enterprise Connect 2019 — Eureka Capture. Capture […]

Explore, discover and visually express your Voice of the Customer data story across your organization to drive customer experience, enhanced service quality, sales and compliance. ORLANDO, Fla. – March 18, 2019 – CallMiner, the leading provider of award-winning speech and customer engagement analytics platform, Eureka, today announced the launch of Eureka Visualize for graphical data […]