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Customer centricity has taken over when it comes to competitive differentiation. But if that’s the case, then why are so many companies fueling consumer anger? Data from over 82 million calls using artificial intelligence (AI)-fueled speech analytics revealed the use of consumer profanity in the call center is at an all-time high – creating a detrimental impact […]

Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical, writes, Jeff Gallino, Founder & CTO, CallMiner. Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical. Customer listening […]

Discover why actionable insights on customers’ emotions and sentiment are essential for customer experience success. Every customer behavior is driven by an emotion, and as we know, some emotions are more powerful than others. Anger, disgust, rage — these are feelings that typically lead to customer churn and a very negative perception of a brand. […]

When a customer reaches out, they want to speak to someone who is friendly, knowledgeable and can help them navigate their problem. A good customer experience will soon overtake price and product as the key factor in customer choice. When a customer needs assistance, they overwhelmingly turn to call centers – 73 to 79 percent of customers prefer to […]

If you’ve ever thought to yourself, “people seem to be getting angrier these days,” you’re not alone. In fact, the latest research confirms it.  Consumers are becoming more frustrated, and their use of profanity in calls to the contact center proves it. In a review of more than 82 million calls, data shows that callers have had […]

Research shows the annual turnover rate for this type of job is 30 to 45 percent, more than double the average for all other occupations in the U.S.  “Don’t judge me on my worst five minutes.” This is a reasonable request from any employee to their employer. Yet, in many contact centers, supervisors evaluate agent performance randomly, often […]

Today’s consumers don’t just want personalization, they expect it – they anticipate a tailored approach from any business with which they interact. And the call center is no exception. As organizations attempt to meet these expectations, gaining an understanding of the Voice of the Customer (VoC) is imperative. VoC is an essential part of the […]

CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in connection with “CSAT score,” which refers to the numerical measure of customer satisfaction. Brands and marketers use CSAT scores to establish a customer’s level of […]

Profane words are not the typical expression you would expect to hear in the customer service world. Yet, research indicates that when consumers reach their breaking point on calls to the contact center, these are the most likely curse words that are used. Consumers call the contact center looking to be heard and have their […]

CallMiner have unveiled the findings of new data analysis on the use of swear words in the contact centre. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using offensive language to verbalize their displeasure. In a new infographic entitled “What […]

CallMiner analyzed 82 million customer support calls and found that call scripts can make customers angry and more likely to swear. While most people avoid swearing at work, letting a curse word fly from time to time does have a few advantages. There are a few ways cursing helps: You can vent without punching anyone. […]

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 […]