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Attend LISTEN 2022, our annual customer conference! |Register now Solutions WHY CALLMINER? See how we help you translate customer insights into business value. Learn More Contact Center Experience Experience Management Industry CONTACT CENTER EXPERIENCE FRONTLINE AGENT EXPERIENCE Deliver exceptional frontline agent experiences to improve employee productivity and engagement, as well as improved customer experience. QUALITY MANAGEMENT Leverage intelligence to more effectively manage your QA program at scale, driving quality outcomes and improving CX. CONTACT CENTER EFFICIENCY Improve customer experience with operational efficiency and quality in the contact center. RISK & COMPLIANCE Understand voice and text conversations to uncover the insights needed to improve compliance and reduce risk. FRAUD DETECTION Analyze 100% of customer conversations to fight fraud, protect your brand reputation, and drive customer loyalty. SALES EFFECTIVENESS Leverage sales conversations to more effectively identify behaviors that drive conversions, improve trainings and meet your numbers. EXPERIENCE MANAGEMENT CUSTOMER EXPERIENCE Reveal patterns and insights at scale to understand customers, better meet their needs and expectations, and drive customer experience excellence. PRODUCT EXPERIENCE Use customer insights to power product-market fit and drive loyalty. Improve quality and safety, identify competitive threats, and evaluate innovation opportunities. BRAND EXPERIENCE Capture unsolicited, in-the-moment insights from customer interactions to better manage brand experience, including changing sentiment and staying ahead of crises. INDUSTRY HEALTHCARE Conversation analytics provides business insights that lead to better patient outcomes for the professionals in the healthcare industry. COMMUNICATIONS Make your telecom and communications teams stand out from the crowd and better understand your customers with conversation analytics software. RETAIL Take your omnichannel retail and eccommerce sales and customer experience to new heights with conversation analytics for deep customer insights. FINANCE & BANKING Delivering the best customer experience and staying compliant with financial industry regulations can be driven through conversation analytics. COLLECTIONS Increase revenue while supporting customers in the tightly monitored and high-risk collections industry with conversation analytics. INSURANCE Conversation analytics makes it possible to understand and serve insurance customers by mining 100% of contact center interactions. ENERGY & UTILITIES Conversation analytics can help energy and utilities companies enhance customer experience and remain compliant to industry regulations. BPO Adopting cutting edge technology, like AI-powered analytics, means BPOs can help clients better understand customer interactions and drive value. TRAVEL & HOSPITALITY Drive CX, loyalty and brand reputation for your travel and hospitality organization with conversation intelligence. TECHNOLOGY Conversation analytics provides business insights that lead to better CX and business outcomes for technology companies. Products CALLMINER EUREKA PLATFORM Analyze customer interactions at the deepest levels to gain insight. Learn More PRODUCT SUITE * Analyze * Coach * Alert * Capture * Visualize * Redact * Record * Screen Record * Integrations Customers CUSTOMER STORIES Learn how we’ve helped businesses like yours grow and transform. View all Explore * Customer Success CALLMINER CUSTOMER CONNECT Visit our customer community to ask, share, discuss, and learn with peers. Resources LEARNING CENTER Learn from our experts with these whitepapers, webinars, and case studies. Explore All Additional Resources * Blog * CallMiner Research Lab * Events * Support * Sitemap CX LANDSCAPE REPORT CallMiner lifts the lid on industry trends in 2022 Company ABOUT US Discover where we’ve come from and where we’re going. Meet CallMiner Explore * Leadership * Investors & Board * Newsroom * Partners * Careers * Security CONTACT US Explore product demos and get more pricing details. Watch Demo Videos Request a Demo Solutions Why CallMiner? Industry Solutions Use Case Solutions Role Solutions CONTACT CENTER EXPERIENCE Frontline Agent Experience Quality Management Contact Center Efficiency Risk & Compliance Fraud Detection Sales Effectiveness EXPERIENCE MANAGEMENT Customer Experience Product Experience Brand Experience INDUSTRY Healthcare Communications Retail Finance & Banking Collections Insurance Energy & Utilities BPO Travel & Hospitality Technology Products Eureka Analyze Coach Alert Visualize Redact Record Screen Record Integrations Customers CallMiner Customer Stories Customer Success CallMiner Customer Connect Resources Learning Center Blog CallMiner Research Lab Events Support Forrester Wave Company About Us Leadership Investors & Board Newsroom Partners Careers Security Watch Demo Videos Request a Demo CALLMINER BLOG WHERE WE TALK SHOP. The latest industry trends and insights from our CallMiner thought leaders to help you get the most out of conversation analytics and improve your business. Featured Post IMPROVING CUSTOMER ENGAGEMENT IN A CHALLENGING ECONOMIC CLIMATE Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic change has impacted customer engagement. OUR NEWSLETTER INDUSTRY INSIGHTS DELIVERED MONTHLY. Subscribe to our monthly e-newsletter to receive the latest on conversation analytics * Subscribe All Topic Artificial Intelligence CallMiner News & Events Contact Center Operations Customer Experience Executive Intelligence Quality Monitoring Risk Management & Compliance Sales & Performance Marketing Speech & Conversation Analytics Voice of the Customer Industry BPO Collections Industry Communications Industry Education Industry Finance Industry Healthcare Industry Insurance Blog Retail Industry Travel Industry Utilities Industry Region APAC EMEA North America CallMiner Research Lab THE H.U.M.A.N.E APPROACH TO CX: SIX STEPS FOR IMPROVING CUSTOMER INTERACTIONS WITH AI As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Re... SEVEN CX SOLUTIONS: TIPS AND BEST PRACTICES FOR IMPROVING CX IN THE CONTACT CENTER Read this blog for seven tips and best practices for improving CX in the contact center. RESEARCH LAB OUR AI AND RESEARCH EXPERTS GIVE YOU AN INSIDE LOOK AT OUR PLATFORM Learn the latest from our team of researchers and data scientists as they break new ground in the area of conversation analytics View All Articles 25 CUSTOMER RETENTION STRATEGIES TO IMPROVE CX AND REDUCE CHURN A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention. FOUR KEY CONVERSATION INTELLIGENCE USE CASES IN THE MORTGAGE INDUSTRY In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence tech... CALLMINER PRODUCT INNOVATION SERIES: OCTOBER 2022 CallMiner's VP of Product Management shares highlights from release 2022.10, including Coach enhancements, new Solutions Catalogue language support, a... CALLMINER TO HIGHLIGHT NEW EXPERIENCE MANAGEMENT CAPABILITIES AND SOLUTIONS AT LISTEN 2022 Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including c... FIVE WAYS TO IMPROVE CUSTOMER SATISFACTION IN THE DIGITAL AGE Optimizing customer experience in the digital age requires a process of continuous improvement. Read on to learn more about making the most of your CX... 27 EXPERTS AND BUSINESS LEADERS SHARE TIPS FOR REDUCING PRODUCT RECALLS Product recalls can have a dramatic impact on both a business's reputation and bottom-line. Read on to hear advice from industry experts on how to red... HOW TO CAPITALIZE ON CUSTOMER FEEDBACK WITH CONVERSATION INTELLIGENCE It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cas... TAILOR CUSTOMER EXPERIENCES WITH ARTIFICIAL INTELLIGENCE Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporat... 10 TIPS FOR COMBINING THE ‘HUMAN’ AND ‘TECHNOLOGY’ ELEMENTS OF YOUR QUALITY MONITORING PROCESS Read on for our list of tips to automate your quality monitoring process. BENEFITS & BEST PRACTICES FOR ADOPTING CONVERSATION INTELLIGENCE Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practice... CALLMINER PRODUCT INNOVATION SERIES: SEPTEMBER 2022 CallMiner's new Product Innovation Series showcases advancements made to the CallMiner platform. The 2022.09 release introduces new functionality acro... CALLMINER REPORT REVEALS MORE THAN 60% OF ORGANIZATIONS DON’T COLLECT ENOUGH DATA TO IMPROVE CX CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount... LISTEN IS BACK! JOIN US IN MIAMI, OCT. 31 – NOV. 2 CallMiner's annual LISTEN conference is back in person at Loews Miami Beach Hotel in Miami, October 31 through November 2. Register today for three da... RESEARCH REVEALS CUSTOMER EXPERIENCE AS A TOP PRIORITY FOR CALL CENTRES IN SOUTH AFRICA A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage perfor... FIVE PROVEN COACHING STRATEGIES TO IMPROVE CONTACT CENTER CULTURE AND PRODUCTIVITY Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strate... SIX BEST PRACTICES FOR OMNICHANNEL CUSTOMER ENGAGEMENT Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omni... COMPONENTS OF A MODERN VOC PROGRAM Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer i... THREE BEST PRACTICES FOR EFFECTIVE CALL MANAGEMENT Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call managemen... TECHNICAL BASICS SERIES: PCA FOR "A/B" TESTING Read this post from the CallMiner Research Lab to learn how to perform an "A/B" test and use PCA for ranking feature importance. HERE ARE THE MOST OVERLOOKED TACTICS FOR IMPROVING CUSTOMER EXPERIENCE There is no single method for improving customer experience, and effective strategies are often ignored. Read on for our experts' list of the most ove... CAN TECHNOLOGY HELP ORGANISATIONS MEET THE RECENT FCA CONSUMER DUTY REQUIREMENTS? With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulne... FOUR VOICE OF THE CUSTOMER (VOC) METHODOLOGIES TO GAIN VALUABLE INSIGHTS VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring o... 101 STATISTICS ON PATIENT EXPERIENCE, SATISFACTION, BILLING AND MORE In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient ex... 25 WAYS TO EARN CUSTOMER LOYALTY Organizations need to support customers and provide an exceptional omnichannel customer experience across every stage of their journey. This blog expl... WHAT IS DIGITAL CUSTOMER EXPERIENCE MANAGEMENT? CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experien... HOW TO HIRE WORK FROM HOME CALL CENTER AGENTS In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tip... 25 CONFLICT RESOLUTION STRATEGIES FOR CUSTOMER SERVICE Learn some of the best conflict resolution strategies for customer service agents that can be quickly and easily implemented. 25 TOP SALES METHODOLOGIES AND BEST PRACTICES Read this post to learn tips and best practices for adopting an innovative sales methodology. 25 SUREFIRE WAYS TO IMPROVE CUSTOMER SATISFACTION Improving customer satisfaction is vital in the current customer-centric landscape. Read on to discover our curated list of 25 tactics to improve cust... 22 HEALTHCARE PROFESSIONALS SHARE CONSIDERATIONS FOR PATIENT SATISFACTION SURVEYS Read this post to learn about improving patient satisfaction surveys and the overall patient experience. CALLMINER CTO JEFF GALLINO JOINS BLOOMBERG RADIO’S MONEY MINUTE TO HIGHLIGHT CUSTOMER SERVICE TRENDS Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends w... 27 PROFESSIONALS SHARE THEIR FAVORITE CALL CENTER INTERVIEW QUESTIONS Read this post to learn how to hire top-notch call center agents using the right interview questions. 25 CUSTOMER SATISFACTION SURVEY QUESTIONS AND EXAMPLES Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy. TIPS AND BEST PRACTICES FOR MANAGING A REMOTE CALL CENTER Read this post to learn tips and best practices for managing a remote call center. 29 LEADERS SHARE THE BEST WAYS TO INCREASE CUSTOMER LIFETIME VALUE We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best pract... WHAT ARE OMNICHANNEL CONTACT CENTER SOLUTIONS? It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel co... HOW CAN ARTIFICIAL INTELLIGENCE HELP SHAPE THE FUTURE OF COLLECTIONS? AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, will explore how at Credit Connects Online Collections Technol... CONGRATULATIONS TO OUR 2022 LISTEN UK AWARD WINNERS! After two years, we were back in person at the end of May for our fourth LISTEN UK user conference! Read this blog to learn more about the 2022 LISTEN... 25 QUOTES ON CUSTOMER EXPERIENCE FROM CX PROFESSIONALS Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professional... FOUR ERAS OF AI INNOVATION IN CONVERSATION INTELLIGENCE Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric com... TECHNICAL BASICS SERIES: THE SINGULAR VALUE DECOMPOSITION (SVD) 101 Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab t... WHAT IS A CONVERSATION INTELLIGENCE PLATFORM? Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suit... FIVE WAYS TO BE A BETTER ALLY IN CONTACT CENTERS Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change t... FOUR WAYS TO CREATE A BETTER CUSTOMER EXPERIENCE Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your... CALLMINER NAMED A LEADER IN 2022 SPARK MATRIX™ FOR SPEECH ANALYTICS Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix indepen... WHAT IS CONTINUOUS BUSINESS PERFORMANCE IMPROVEMENT? Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organi... WHAT IS CUSTOMER EXPERIENCE MANAGEMENT AND WHY IT MATTERS Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools need... DETECTING CUSTOMER EMOTIONS WITH CALLMINER Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner pla... WHAT IS CONTACT CENTER AS A SERVICE (CCAAS)? Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment... HOW TO IMPROVE SERVICE LEVEL IN YOUR CALL CENTER Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you cu... TECHNICAL BASICS SERIES: BAYESIAN INFERENCE 101 All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it d... WHAT IS CUSTOMER LIFETIME VALUE? Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used... 25 TIPS FOR SETTING B2B SALES GOALS Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals. DO YOU NEED A CALL RECORDER OR A RECORDING ENGINE? Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about ea... FOUR STEPS TO IMPROVING THE PATIENT JOURNEY As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey... TECHNICAL BASICS SERIES: FROM PYTHON TO HASKELL Haskell is a big functional language. Instead of laying out the language systematically, the CallMiner Research Lab starts with the parts most similar... UNDERSTANDING POST-CALL VS. REAL-TIME AUDIO CAPTURE Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how cus... 25 TIPS FOR MORE EFFECTIVE COLD CALLING Read this blog for tips on how organizations can improve how their contact center agents make cold calls. SIX HEALTHCARE CALL CENTER BEST PRACTICES Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call cen... WHAT IS CUSTOMER JOURNEY ANALYTICS? Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide ... TOP THREE DEPARTMENTS THAT WILL BE TRANSFORMED BY CUSTOMER INSIGHTS IN 2022 Think customer feedback is just for the contact center? Think again. Customer insights can be leveraged across sales, CX and product teams. Read this ... 25 OF THE BEST SALES BOOKS TO HONE YOUR SKILLS IN 2022 Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books... HERE ARE THE MOST COMMON TYPES OF CUSTOMER SATISFACTION There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand. EXAMPLES OF CUSTOMER ENGAGEMENT STRATEGIES & TIPS FROM THE PROS Improving customer engagement is important, but the best options for your business might not necessarily be the ones that you suspect. Read 26 tips fr... HERE'S WHY PATIENT SATISFACTION IS SO IMPORTANT Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences. WHAT IS SALES CONVERSATION ANALYTICS? This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates. TIPS FOR IMPROVING CUSTOMER SATISFACTION (CSAT) Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its custom... CALLMINER STATE OF THE BUSINESS: REFLECTING ON AN IMPACTFUL H2 2021 We have made strong progress in helping organizations drive business performance improvement with conversation analytics. Learn more about us here. WHAT IS PATIENT EXPERIENCE AND WHY IT MATTERS? Read this blog to learn what patient experience and patient service is, how it differs from patient satisfaction and why it's important to healthcare ... BEST PRACTICES FOR B2B AND ENTERPRISE SALES REPS Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversation... TIPS FOR IMPROVING CALL CENTER PRODUCTIVITY If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficie... BUYERS GUIDE: HOW TO CHOOSE THE BEST CUSTOMER SERVICE SOFTWARE Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business. INTRODUCTION TO RESPONSIBLE AI: THE CALLMINER RESEARCH LAB RESPONSIBLE AI FRAMEWORK CallMiner Research Lab Responsible AI Framework outlines definitions, concerns, as well as driving questions about our tools, models, and datasets. AND THE WINNERS ARE…CONGRATULATIONS TO OUR LISTEN 2021 AWARD RECIPIENTS! We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. ... HOW MUCH AI IS ‘REAL’ IN CALLMINER? ALL OF IT. The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend o... OMNICHANNEL CUSTOMER SERVICE: TIPS FOR GREAT EXPERIENCES Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important ... CALL CENTER ANALYTICS SOFTWARE BUYING GUIDE Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover... UNDERSTANDING THE DIFFERENT TYPES OF CUSTOMER SATISFACTION Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are nu... 25 WAYS TO IMPROVE CALL CENTER EFFICIENCY Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers. HOW TO IMPROVE CUSTOMER SATISFACTION (CSAT) AND BUSINESS PERFORMANCE Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans. 25 TIPS TO INCREASE CUSTOMER SATISFACTION Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction. UNDERSTANDING THE OMNICHANNEL CUSTOMER JOURNEY Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channe... NINE CALL CENTER INITIATIVES TO CONSIDER Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center effici... 101 CUSTOMER SERVICE STATS YOU NEED TO KNOW Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service. CAN DATA HELP ASSESS CUSTOMER VULNERABILITY AND AFFORDABILITY? YES. HERE’S WHY Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify... COACHING SALES INTERACTIONS TAKES MORE THAN EXPERIENCE – IT TAKES THE RIGHT TECHNOLOGY Technology continues to evolve. Rick Britt shares why it’s time to start moving the needle using technology like sales conversation analytics. WHAT’S BEHIND THE 2021 M&A BOOM FOR CONVERSATION ANALYTICS (AND HOW TO NAVIGATE IT SUCCESSFULLY) CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navig... 23 EXPERTS SHARE THEIR FAVORITE CALL CENTER IDEAS We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, p... INTRODUCTION TO RESPONSIBLE AI: UNPACKING THE HARMS The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms... WHAT MAKES BUSINESS INTELLIGENCE (BI) IMPORTANT? Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools ca... WE USED OUR OWN PRODUCT FOR SALES CONVERSATION ANALYTICS The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases. USING CUSTOMER JOURNEY MAPPING TO IMPROVE CX Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and... BUYING GUIDE: HOW TO SELECT THE BEST CALL CENTER MANAGEMENT SOFTWARE Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best softwa... THREE TIPS FOR DELIVERING GREAT OMNICHANNEL CUSTOMER SERVICE As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service. INTRODUCTION TO RESPONSIBLE AI: UNPACKING BIAS Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpac... WHAT IS CONVERSATIONAL INTELLIGENCE? Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what ... THE IMPORTANCE OF EMBRACING BUSINESS PERFORMANCE IMPROVEMENT (BPI) Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. ... CONGRATULATIONS TO OUR LISTEN UK 2021 AWARD WINNERS! During the CallMiner LISTEN UK 2021 Virtual Series, we had the honor of announcing the LISTEN UK 2021 Award winners. Read more about the successes of ... 25 TIPS FOR OPTIMIZING YOUR CONTACT CENTER'S QA PRACTICES Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip... THE ULTIMATE GUIDE TO SENTIMENT AND EMOTION ANALYSIS Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights... UNDERSTANDING AND DRIVING OMNICHANNEL CUSTOMER EXPERIENCE Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strate... FORRESTER STUDY HIGHLIGHTS THE VALUE OF CUSTOMER INTELLIGENCE Discover why Forrester Consulting examined the latest trends in customer intelligence. YOU’RE NOT REALLY SORRY. The CallMiner Research Lab uses AI to understand and improve conversations between a company and its customers. Here is what the data tells us about s... WHAT IS CONVERSATION ANALYTICS? Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this po... ACCELERATING THE VALUE OF CUSTOMER INTERACTIONS: INTRODUCING THE NEW CALLMINER Read about CallMiner's new brand identity. The new brand is a natural evolution as CallMiner continues to grow as the leader in conversation analytics... CAN YOU LEGISLATE AI? The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence. TECHNICAL BASICS SERIES: A BREAKDOWN OF CYTHON BASICS Python already has the ability to call external C/C++ code from Python. Cython greatly simplifies that effort and gives your code a performance boost. INTRODUCTION TO RESPONSIBLE AI Models in today’s world have a real, tangible, and sometimes life-changing impact on the lives of real people, bringing to light an important new side... WHAT A CATEGORY IS AND WHY IT'S IMPORTANT In AI research, we focus a lot of energy on the concept of a category. This blog breaks down what a category is and how we are researching it. WELCOME TO THE CALLMINER RESEARCH LAB BLOG: THE CUTTING EDGE OF INNOVATION Welcome to the CallMiner Research Lab blog! We are excited to share what we are working on and what we are thinking about. HOW TO IMPROVE THE CUSTOMER JOURNEY It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your ... AI + COLLECTIONS: HOW TECHNOLOGY CAN HELP ORGANIZATIONS ADAPT TO CHANGE, FAST Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 ... TIPS & STRATEGIES FOR IMPROVING CUSTOMER EXPERIENCE Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience. 25 CALL CENTER TECHNOLOGY TRENDS TO WATCH IN 2021 Read this blog to learn about the 25 top trends for 2021 in call center technology. UNDERSTANDING AND LEVERAGING VOICE OF THE CUSTOMER Read this blog to understand the value of measuring and analyzing voice of the customer (VoC). 20 BUSINESS LEADERS SHARE HOW CALL CENTERS CAN ADDRESS INCREASED CUSTOMER VULNERABILITY Learn how call centers can more effectively identify, address and manage customer vulnerability. 25 THINGS CHIEF COMPLIANCE OFFICERS WANT EVERY CONTACT CENTER AGENT TO KNOW See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization. INTERNATIONAL CONTACT CENTRE OPERATIONS TIPS & BEST PRACTICES Learn how international contact centres can approach agent management optimisation, procedural improvements and more. 25 EXPERTS REVEAL HOW COMPANIES CAN USE OMNICHANNEL TECHNOLOGY TO IMPROVE CUSTOMER SERVICE Read this article to learn how omnichannel technology can enhance customer service. WHAT IS CUSTOMER VULNERABILITY? Read this article to learn how to identify, support and retain vulnerable customers. 7 IMPORTANT CALL CENTER SKILLS EVERY AGENT SHOULD HAVE Learn what call center skills make the most successful call center agent that is more than just soft skills. 25 EXPERTS REVEAL THE TOP THINGS CUSTOMER SELF-SERVICE SYSTEMS DO TO HURT CUSTOMER EXPERIENCE Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience. THE STATE OF REMOTE WORKFORCE COMPLIANCE Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce. 24 EXPERTS REVEAL THE SINGLE WORST THING A CONTACT CENTER AGENT CAN DO DURING A CALL Here are the top mistakes made by call center agents that frustrate customers and impact customer experience. 100 CALL CENTER MANAGEMENT TIPS: INSIGHTS & ADVICE FOR HIRING & TRAINING CALL CENTER AGENTS Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor 25 INDICATORS OF FRAUD ON INBOUND CALLS Here are 25 indicators of fraud on inbound calls in call centers. 25 EXAMPLES OF CONTACT CENTER INTERACTIONS & JUDGMENTS THAT AI WILL NEVER BE ABLE TO MAKE This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can. THE REVIEWS ARE IN! CALLMINER DELIVERS ACROSS SPEECH ANALYTICS, CONTACT CENTER OPS AND QUALITY OF SUPPORT Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2. 24 AI PROFESSIONALS & ETHICS EXPERTS REVEAL THE MOST OVERLOOKED OBSTACLES FOR COMPANIES WHEN IT COMES TO AI ETHICS/AI BIAS (AND HOW TO OVERCOME THEM) Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias. OUTBOUND CALL CENTER TIPS & BEST PRACTICES To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips. 21 BUSINESS ANALYSTS & CALL CENTER LEADERS REVEAL THE OPTIMAL ROLE OF THE BUSINESS ANALYST IN CALL CENTER OPERATIONS A panel of business analysts and call center leaders address what the optimal role of the business analyst is in call center operations. THE FUSING OF AI & AUTOMATION WITH HUMAN JUDGMENT IN CALL CENTER SUCCESS See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they se... WHAT IS CUSTOMER FEEDBACK MANAGEMENT (CFM)? See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisio... GONE VIRTUAL: RECAP OF THE CETX CONFERENCE After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a succ... WHAT EXECUTIVES NEED TO KNOW ABOUT CONTACT CENTER COMPLIANCE When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts... EMOTIONS LIST: A LIST OF EMOTIONS & HOW TO IDENTIFY THEM Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them. WHAT IS EDISCOVERY? Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it. 22 CUSTOMER SERVICE EXPERTS REVEAL HOW CALL CENTER REPS SHOULD ADDRESS COMPLAINTS ABOUT BAD CUSTOMER SERVICE A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service. TERMINATION LETTER EXAMPLES FOR CALL CENTERS & CUSTOMER SERVICE PROS This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist. 24 MARKETERS, CX EXPERTS & ANALYTICS PROS REVEAL THE MOST CREATIVE USES OF PREDICTIVE ANALYTICS TO IMPROVE THE CUSTOMER EXPERIENCE Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer exper... WHAT IS CUSTOMER VALUE? Understand how to define what customer value is for your company, why it's important, and how to enhance its value. 5 BENEFITS OF AN API INTEGRATION IN YOUR CONTACT CENTER Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamif... 10 OMNICHANNEL CUSTOMER SERVICE BEST PRACTICE TIPS Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms. WHAT ARE CUSTOMER ANALYTICS? Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies. WHAT ARE QA METRICS? EXAMPLES FOR CALL CENTERS, ALIGNING WITH YOUR GOALS AND BEST PRACTICES Learn what quality assurance (QA) metrics are, and how your companycan better align with these performance metrics for the best results. EXIT INTERVIEW QUESTIONS FOR CALL CENTER EMPLOYEES These employee experience questions may potentially enable you to discover important insights that can inform lasting improvements in your contact cen... MACHINE LEARNING ALGORITHMS: A TOUR OF ML ALGORITHMS & APPLICATIONS Learn more about machine learning algorithms and their current uses in a variety of industries. WHAT IS TEXT ANALYTICS? Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context. BEST PRACTICES FOR CALL CENTER SCRIPTS: EXPERT TIPS & BEST PRACTICES FOR DEVELOPING & USING EFFECTIVE CALL CENTER SCRIPTS Call center scripts are essential for many customer service organizations to help ensure consistency in messaging and reduce errors. WHAT IS AVERAGE HANDLE TIME? CHALLENGES, EXAMPLES, AND BEST PRACTICES FOR IMPROVING AHT Learn what average handle time (AHT) is, how it affects your customer satisfaction, and tips to reduce overall AHT. 21 MARKETERS, ANALYTICS PROS & BUSINESS LEADERS REVEAL THE MOST CREATIVE USES OF PREDICTIVE ANALYTICS IN THE CALL CENTER We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center. CALL CENTER VS. CONTACT CENTER: WHAT’S THE DIFFERENCE? This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses. 2020 CALL CENTER METRICS: 6 KEY METRICS FOR YOUR CALL CENTER DASHBOARD Here are some of the best metrics a call center can start with to inform growth strategies and track performance. THE BEGINNER’S GUIDE TO SPEECH ANALYTICS TECHNOLOGY An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision. THE BEST CALL CENTER SOFTWARE IN 2020: TIPS & BEST PRACTICES FOR EVALUATING & CHOOSING THE BEST CALL CENTER SOFTWARE Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting ti... 2020 UK CALLMINER CHURN INDEX INFOGRAPHIC This infographic shares the five stories behind the 2020 UK CallMiner Churn Index report. 22 CUSTOMER SERVICE & CUSTOMER EXPERIENCE MANAGERS SHARE THE BEST WAYS TO HANDLE A DISGRUNTLED EMPLOYEE A panel of management professionals addresses the best way for customer service / experience managers to handle a disgruntled employee. 2020 US CALLMINER CHURN INDEX INFOGRAPHIC This infographic shares the four stories behind the 2020 US CallMiner Churn Index report. CUSTOMER JOURNEY MAPPING: TEMPLATES, EXAMPLES & TOOLS Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements. 12 CALL CENTER BEST PRACTICES What are some call center best practices for retaining top talent and improving the customer experience? Take a look at what the experts at CallMiner ... WHAT IS VOICE OF THE CUSTOMER? TEMPLATES, EXAMPLES & MORE This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that compri... BUSINESS PROCESS OUTSOURCING TIPS & RESOURCES This article help round up best tips and resources on the Business Process Outsourcing (BPO) from 25 different experts. THE TOP 50 MARKETING ANALYTICS & DATA ANALYSIS CERTIFICATIONS & COURSES Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making. WHAT IS THE FDCPA FAIR DEBT COLLECTION PRACTICES ACT? DEFINITION,TIPS,BEST PRACTICES,AND COMPLIANCE CHALLENGES OF THE FDCPA Learn more about the Fair Deb Collections Practices Act (FDCPA) from definitions to tips and best practices. FAIR DEBT COLLECTION PRACTICES ACT: WHAT YOU NEED TO KNOW Here's everything you need to know about the Fair Debt Collection Practices Act (FDCPA) and what it means to both collectors and debtors. EXPERTS WEIGH IN: WHAT’S THE BEST WAY TO IMPROVE YOUR CALL QUALITY MONITORING? To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find ou... WHAT IS HOSTED CALL CENTER SOFTWARE? A DEFINITION OF HOSTED CALL CENTER SOFTWARE, ADVANTAGES, AND BEST PRACTICES FOR CHOOSING THE RIGHT DELIVERY MODEL Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center. REMOTE CALL CENTERS: TOOLS, TIPS & BEST PRACTICES FOR REMOTE CONTACT CENTER MANAGERS & AGENTS Read these tips and best practices for remote contact center managers and agents as businesses move to work-from-home workforces. FRAUD SPREADS AS DOES THE CORONAVIRUS: STEPS TO TAKE Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud. THE TWO WORDS ON EVERYONE’S MINDS: BUSINESS CONTINUITY Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic. WHAT IS SENTIMENT ANALYSIS? TOOLS, BEST PRACTICES & MORE Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful. CALL CENTER SERVICE LEVELS: CALCULATIONS, METRICS, & INDUSTRY STANDARDS The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period. TOP DEBT COLLECTION CONFERENCES AND EVENTS: 47 INFORMATIVE EVENTS FOR DEBT COLLECTION PROFESSIONALS TO STAY ON TOP OF INDUSTRY REGULATIONS, TRENDS, AND BEST PRACTICES The debt collection industry is changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under re... WHAT IS BUSINESS INTELLIGENCE? EXAMPLES, USES & MORE In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow. CALL CENTER REGULATORY COMPLIANCE Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure. SCHEDULING SOFTWARE FOR CALL CENTERS: BUYING TIPS & BEST PRACTICES This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization. 37 HR PROFESSIONALS & HIRING MANAGERS SHARE THE MOST USEFUL CUSTOMER SERVICE INTERVIEW QUESTIONS We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing for customer service managers. LISTEN WORLD TOUR LONDON STOP #1: AN IMPACTFUL & INSIGHTFUL SUCCESS! Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success. FIRST CALL RESOLUTION IDEAS Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center. WHAT IS ROBOTIC PROCESS AUTOMATION (RPA)? DEFINITION, TIPS & BEST PRACTICES Read how Robotic process automation works, our best practices for implementing RPA, and tips for overcoming common challenges faced during implementat... 9 CALL CENTER ENVIRONMENT BEST PRACTICES Here are 9 best practices you can implement right now in order to keep your call center environment both welcoming and productive. OPERATIONAL CHALLENGES IN THE CALL CENTER INDUSTRY To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter. VOICE OF THE CUSTOMER TOOLS AND BEST PRACTICES Here are the most effective tools and best practices you can incorporate into your company's use of Voice of the Customer tech and techniques. 5 CALL CENTER TRAINING BEST PRACTICES Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand. CALL CENTER FLOOR RULES To ensure your contact Center agents keep up their great work, take a look at these call center floor rules and guidelines. CALL CENTER METRICS BEST PRACTICES Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and mo... WHAT IS CSAT? DEFINITION, TIPS & HOW TO MEASURE CSAT In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and ... CONSUMER EMPATHY: 5 TIPS FOR DEEPENING CUSTOMER EMPATHY Learn 5 tips for deepening customer empathy to create positive customer experiences with every interaction. CALL CENTER METRICS AGENTS SHOULD BE AWARE OF…BUT PROBABLY AREN’T We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what man... CALL CENTER STATISTICS YOU SHOULD KNOW Here 25 interesting call center statistics that may prove helpful in deciding whether the use of one for your own business's strategy is appropriate. WHAT IS EMPLOYEE EXPERIENCE? DEFINITION & BEST PRACTICES There is no single perfect approach to improving the employee experience. Here are some best practices for creating an ideal experience within your co... SENTIMENT ANALYSIS TOOLS BUYING GUIDE Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the proc... CONTACT CENTRE PREDICTIONS FOR 2020 Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think. 25 EMPLOYEE SATISFACTION SURVEY QUESTIONS YOU NEED TO ASK Understand these top 25 key employee satisfaction questions that you should be asking your employees for better insight and results. CALL CENTER METRICS: EXAMPLES, TIPS & BEST PRACTICES These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights. LISTEN 2019 IS "IN THE BOOKS" This year’s annual LISTEN user conference was the largest yet with 413 attending the event! It's hard to believe it's "in the books!" Here's our wrap ... WHAT IS THE CFPB ARBITRATION RULE? DEFINITION & BEST PRACTICES An understanding of the CFPB arbitration rule illuminates some of the struggles between organizations and consumers. Learn more about its implementati... VOE DEFINITION: WHAT IS A VERIFICATION OF EMPLOYMENT (VOE)? Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Empl... DATA MINING TOOLS BUYING GUIDE: EXPERT TIPS FOR CHOOSING THE BEST DATA MINING TOOLS To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web. THE 3 DEADLY SINS OF GAMIFYING IN THE CONTACT CENTRE Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid. CUSTOMER SATISFACTION SURVEYS: EXAMPLES, TEMPLATES & TIPS FOR BETTER SURVEYS Learning how to optimize your own surveys can help your business capture key information from customers consistently. WHAT IS CALL CENTER OUTSOURCING? Call Center Outsourcing allows a business to offer its customers services it otherwise would not be financially well-positioned enough to offer. 20 CALL CENTER LEADERS AND QA PROS REVEAL THE #1 PROBLEM KEEPING CALL CENTER QA & MONITORING TEAMS UP AT NIGHT (AND HOW TO SOLVE IT) Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say! HOW TO CHOOSE THE BEST DATA VISUALIZATION TOOLS Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose ... WHAT IS CUSTOMER EFFORT SCORE? Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuri... REDUCE EMPLOYEE & CUSTOMER CHURN WITH ACTIONABLE ENGAGEMENT INSIGHTS It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer chur... WOMEN IN ANALYTICS NETWORKING EVENT: A LISTEN 2019 PRODUCTION Speech analytics is a complex industry, but our women employees make it look easy. Don’t miss the opportunity to meet and network at LISTEN 2019. ONLY AT LISTEN: AN AI PERSPECTIVE FROM OUTSIDE THE CAVE At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate ... 25 TIPS & BEST PRACTICES FOR IDENTIFYING THE BEST CALL CENTER SERVICES These expert tips and best practices will help you choose the best outsourced call center services for your company’s needs. CALLMINER INFOGRAPHIC: WHAT THE %!#* IS GOING ON Use of profanity by customers in the contact center is on the rise and that’s bad for business. DATA ANALYTICS TOOLS: TIPS, BEST PRACTICES & BUYER’S GUIDE To get maximum value from your data, leveraging the right data analytics tools is a must. ANATOMY OF A SUCCESSFUL CALL CENTER AGENT: 25 TIPS & CHARACTERISTICS Some of the most successful call center representatives share some important and valuable characteristics to look for when hiring call center talent. DATA MINING: DEFINITION, TECHNIQUES, TOOLS & TIPS Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know. BUSINESS INTELLIGENCE SOFTWARE: HOW TO CHOOSE THE BEST SOFTWARE Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions. WHAT IS FIRST CALL RESOLUTION? BENEFITS, CHALLENGES, EXAMPLES, & BEST PRACTICES FOR IMPROVING FCR A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired w... JOIN US AT UK CUSTOMER FORUM We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base. WHAT IS AFTER-CALL WORK (ACW) OR POST-CALL PROCESSING? TIPS, INDUSTRY STANDARDS & MORE Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit y... 5 STANDARDS OF EXCELLENT CUSTOMER LISTENING High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course. WHAT IS NPS? DEFINITION, TECHNIQUES, TOOLS AND TIPS FROM EXPERTS Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know. WHAT IS BUSINESS INTELLIGENCE? DEFINITION, TECHNIQUES, TOOLS AND TIPS FROM EXPERTS Here’s what you need to know to make smart use of business intelligence solutions. CUSTOMER SATISFACTION SURVEY QUESTIONS: TIPS, EXAMPLES & BEST PRACTICES Customer satisfaction surveys come in several forms, ranging from one question to many, and different types of surveys have different purposes and que... WANT TO IMPROVE THE PATIENT EXPERIENCE? STOP SENDING BAD SURVEYS When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is r... PARTNERSHIP NEWS: DATAROBOT AND CALLMINER TO ACCELERATE AI CAPABILITIES CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center. THE CAN’T-MISS WORKSHOPS, EXCHANGES AND ACTIVITIES FOR LISTEN 2019 CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence. UNDER REDACTION! WHY COMPANIES CAN’T SEEM TO GET IT RIGHT WHEN IT COMES TO RECORDED DATA Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with... CUSTOMER EXPERIENCE ANALYTICS: 25 EXPERT TIPS & BEST PRACTICES These expert tips and best practices on leveraging customer experience analytics will help you leverage CX analytics to the fullest potential. TIPS & BEST PRACTICES: HOW TO CHOOSE THE BEST CALL CENTER SOFTWARE Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s nee... WHAT IS A CUSTOMER EXPERIENCE MAP? HOW TO CREATE AN EFFECTIVE CUSTOMER EXPERIENCE MAP Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map. FOR BETTER CUSTOMER EXPERIENCE, TAKE A CLOSER LOOK AT CONTEXT IN YOUR CONTACT CENTER Speech analytics lets you see the “why” and “how” behind 100% of customer conversations. CALL CENTER AGENT FEEDBACK: TIPS & BEST PRACTICES FOR PROVIDING EFFECTIVE AGENT FEEDBACK These 25 expert tips and best practices will help you deliver more effective, targeted feedback for better results in your call center. ASK THE EXPERT: YOUR TOPIC MODELING AND MACHINE LEARNING QUESTIONS ANSWERED! Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. GOT EMPATHY? 3 WAYS TO TRAIN YOUR CONTACT CENTERS AGENTS TO BE MORE EMPATHETIC By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome. WHAT IS CUSTOMER EXPERIENCE ANALYSIS? A customer experience analysis is an important tool for identifying potential shortcomings and improving the customer experience. CUSTOMER EXPERIENCE MANAGEMENT TIPS & BEST PRACTICES Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty. LISTEN 2019 KEYNOTE SPEAKERS LINEUP ANNOUNCED! We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019. WHEN AUTOMATED QA MEETS DIGITAL TRANSFORMATION YOU FLY A FRIENDLIER SKY In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance. 3 REASONS WHY AGENT EMPATHY MAKES FOR HAPPIER CUSTOMERS Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a probl... FIND OUT WHY CUSTOMERS ENGAGE THROUGH THE SCIENCE OF CONVERSATION By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond... SMART IMPLEMENTATION OF MACHINE LEARNING AND AI IN DATA ANALYSIS: 50 EXAMPLES, USE CASES AND INSIGHTS ON LEVERAGING AI AND ML IN DATA ANALYTICS More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advanta... THE AGENT CHURN CYCLE: WHY IT HAPPENS AND HOW TO PREVENT IT Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today. 4 WAYS TO USE CALL RECORDINGS FOR BETTER CONTACT CENTER PERFORMANCE Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance. VOICE OF THE CUSTOMER SURVEYS: EXPERT TIPS FOR CREATING EFFECTIVE SURVEYS & MUST-ASK QUESTIONS FOR GAINING VALUABLE INSIGHTS By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of ... 3 POTENTIAL PITFALLS OF DIY SPEECH ANALYTICS Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they ... YOUR QUESTIONS ON CALL CENTER AGENT ENGAGEMENT ANSWERED Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie employee performance to overall c... 25 CALL CENTER LEADERS SHARE WAYS TO BOOST CONTACT CENTER EFFICIENCY Contact center efficiency is a struggle for managers at one time or another. And because efficiency is directly tied to minimizing overhead costs in t... WHAT IS SENTIMENT ANALYSIS? EXAMPLES, BEST PRACTICES, & MORE Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here. WHAT IS PCI COMPLIANCE CALL RECORDING & TRANSCRIPTION: DEFINITION, EXPERT TIPS & BEST PRACTICES Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center. THE DO’S AND DON’TS OF CUSTOMER ENGAGEMENT ANALYTICS FROM CCW Here are a few “do’s and don’ts” to consider from CCW interview when integrating a customer engagement analytics platform to improve your business str... ASK THE EXPERT: 6 QUESTIONS ABOUT AI IN THE CONTACT CENTER CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial i... CALLMINER NAMED TOP 10 CONTACT CENTRE SOFTWARE AND TECHNOLOGY FOR 3RD YEAR IN A ROW We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the t... GAMIFICATION AND ANALYTICS DRIVE BETTER AGENT ENGAGEMENT AND PERFORMANCE Using analytics and gamification is an effective way to encourage successful agent engagement with the right incentives to measure, monitor, and promo... ARE YOUR CALL RECORDINGS UP-TO-SNUFF FOR AI-FUELED SPEECH ANALYTICS? We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer. 19 EXPERTS REVEAL THE ONE ASPECT OF CALL CENTER REGULATIONS THEY'D IMPROVE Call center regulations are complex and stringent. Here's what a panel of 22 experts had to say about what they’d change about call center regulations. CX ANALYTICS SUMMIT LONDON WAS A JOLLY GOOD TIME The event featured speakers from CallMiner experts and customers Cabot and DLG who shared their stories of analytics success. HOW TRENDS ARE CHANGING WITH UNIFIED COMMUNICATIONS Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, b... SEE CALLMINER AT ENTERPRISE CONNECT 2019! Meet us at Enterprise Connect. CallMiner has a number of activities going on which we invite you to attend that focus on AI, contact center technology... THE TRUE PATH TO MEASURING CUSTOMER SENTIMENT THROUGH SPEECH ANALYTICS While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC trackin... 6 WAYS TO GO BEYOND THE SURVEY WITH SPEECH ANALYTICS Companies look to solicited feedback, surveys, review sites, etc. for how they are doing. Here are 6 ways to go beyond that with speech analytics. SOLUTION NEWS: CALLMINER LAUNCHES CUSTOMER EXPERIENCE SOLUTION PACK The CallMiner Customer Experience Solution Pack is designed to harness data, as well as accelerate time to insight with a categorization framework des... THE CALL CENTER CAN BE A THIN LINE BETWEEN LOVE AND HATE Read three things I think your call center could do to drive higher levels of customer satisfaction. 7 THINGS CONTACT CENTER AGENTS KNOW TO BE HAPPY IN THEIR JOB Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service. HEAR FROM THE EXPERTS HOW AI DRIVES BETTER CUSTOMER EXPERIENCES Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportun... 10 VALENTINE BLOGS THAT SHOW YOUR CALL CENTER AGENTS YOU APPRECIATE THEM A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a bette... HOW CONTACT CENTER AGENT SELF-ASSESSMENT IMPROVES RESULTS Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customer... 3 WAYS TO IMPROVE YOUR CALL CENTER MONITORING PRACTICES [VIDEO] Learn 3 ways how you can improve your call center monitoring practices through call analysis and agent feedback. Including Analyze video! DOES AVERAGE HANDLE TIME (AHT) REALLY MATTER? A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer e... 5 (MORE) CONTACT CENTER EMPLOYEE ENGAGEMENT TRENDS CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends ... 5 EMPLOYEE ENGAGEMENT TRENDS Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention... 3 VOICE AND TEXT ANALYTICS QUESTIONS ANSWERED FROM ROI WEBINAR 3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve a... ICYMI: CALLMINER TOP 10 STORIES OF 2018 CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year! CALLMINER EMPLOYEES GIVE BACK YEAR ROUND As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities. HOW TO INVITE THE MOST HONEST CUSTOMER FEEDBACK: PARTNER CASE STUDY Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at... WHY DIGITAL CHANNEL FRUSTRATION LEADS TO FRUSTRATED CALLS INTO THE CALL CENTER The CallMiner Index reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel pref... DIALOG DIRECT DELIVERS SIGNIFICANT SALES AND PROCESS IMPROVEMENT WITH SPEECH ANALYTICS Dialog Direct was able to utilize CallMiner throughout their contact center to increase close rates, decrease training time, and create better custome... 190 BILLION REASONS WHY YOU SHOULD FIND THE ROOT CAUSES OF COMPLAINTS I was fascinated by a recent story about the cost of complaints. I believe technology, particularly speech analytics can help in three ways. 30 MARKETING PROS & DATA ANALYSTS REVEAL HOW MARKETING DATA ANALYSTS CAN BETTER IMPACT MARKETING ROI Marketing analysts are often expected to predict the future, and, fortunately, tools like interaction analytics are available that can help them do ju... TOP 10 GAMIFICATION BLOGS Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read o... CONGRATULATIONS TO THE 2018 LISTEN AWARDS WINNERS Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users. HOW LISTENING TO CUSTOMERS IMPACTS YOUR BOTTOM LINE The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. B... STOP AVOIDABLE CUSTOMER CHURN WITH GREAT AGENT BEHAVIOR The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to swit... COLLECTION SUCCESS STORIES IN THE CONTACT CENTER: PART 2 Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent ... CALLMINER EUREKA ALERT PROVIDES NEXT GENERATION AUTOMATED MONITORING, REDACTION, AND ALERTING Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and superviso... 5 WAYS TO DEFINE WHAT ENTERPRISE-READY MEANS FOR SPEECH ANALYTICS There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organiza... NOT VALUING CUSTOMERS LEADS TO $136 BILLION SWITCHING EPIDEMIC New research by reveals that US businesses have contributed to a switching epidemic by not valuing or listening to customers when they have problems. 20 CALL CENTER PROS SHARE THE MOST UNDERVALUED CALL CENTER METRICS AND HOW TO BETTER LEVERAGE THEM We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to... ANNOUNCING MEDALLIA PARTNERSHIP TO EMPOWER VOICE OF THE CUSTOMER INSIGHTS CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology. THOUGHTS FROM THE AI SUMMIT IN SAN FRANCISCO Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation. 50 MUST-SEE CUSTOMER ENGAGEMENT PRESENTATIONS We’ve rounded up 50 must-see customer engagement presentations from leading organizations and industry thought leaders. MAKING SENSE OF CX ALPHABET SOUP: NPS, CSAT, CES Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer expe... LISTENING & EMPATHY IS KEY TO STEMMING THE TIDE OF CUSTOMER CHURN The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. BPO VS. KPO CALL CENTERS: WHICH IS BEST FOR YOUR CALL CENTER? In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two. 5 VALUES OF SPEECH ANALYTICS FOR THE INSURANCE INDUSTRY Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media. PUTTING CUSTOMER CONVERSATIONS TO WORK IN THE CALL CENTER Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics ... COLLECTIONS SUCCESS STORIES IN THE CONTACT CENTER [VIDEO] We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals. 5 BENEFITS OF COLLECTING METRICS TO IDENTIFY COMMON CONTACT REASONS Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consisten... CHECK IN ON KEY 2018 TRENDS IN CONTACT CENTER & CUSTOMER EXPERIENCE Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018. WHAT IS COLLECTION ANALYTICS? DEFINITIONS, BENEFITS, AND MORE Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritiz... 7 WAYS OF USING SPEECH ANALYTICS TO SHAPE YOUR AI STRATEGY Contact centers are a vital part of ongoing business success. IMPROVING HEALTHCARE CUSTOMER EXPERIENCE WITH SPEECH ANALYTICS Here are four ways speech analytics assists healthcare providers with regulatory compliance. NEW RESEARCH GIVES YOU 25 BILLION REASONS TO UNDERSTAND WHY CUSTOMERS SAY GOODBYE CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least... SIRIUSXM CALLMINER SUCCESS STORY PODCAST HIGHLIGHTS FROM CCW During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusX... 4 MEASUREMENTS OF CX SUCCESS IN THE OUTSOURCED CONTACT CENTER Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance. KEEP YOUR CALL CENTER AT-HOME AGENTS ENGAGED It is essential that you create a plan and strategy for keeping at home agents engaged from afar. Read 8 tips to keep remote call center agents engage... LEVERAGING BEST PRACTICES TO EMPOWER YOUR AGENT WORKFORCE In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touc... DELIVER PERFORMANCE SCORES DIRECTLY TO YOUR AGENTS A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process. DETECTING FRAUD WITH SPEECH ANALYTICS There is a way to safeguard your customers and your business from fraud - speech analytics.. 10 TIPS TO IMPROVE CONTACT CENTER OPERATIONS Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue. CALLMINER NAMED A LEADER IN AI-FUELED SPEECH ANALYTICS Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018. IMPROVING PRODUCTIVITY AND COLLECTIONS REVENUE WHILE MITIGATING RISK For many businesses, debt collection is an unavoidable necessity. But how can you improve your call center agent productivity while mitigating risk? CONVERSATIONS WITH YOUR CUSTOMERS: TONE IS EVERYTHING! Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your co... Q&A ON BEST PRACTICES AND GUIDELINES FOR PURCHASING SPEECH ANALYTICS WEBINAR I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics. But I wanted to share with you some of the que... THE MACHINE LEARNING OKEY DOKEY HYPOTHESIS We’re always looking for new ways to incorporate machine learning into speech analytics. I ended up with some interesting findings that really show th... ANALYZE CUSTOMER CHURN WITH SPEECH ANALYTICS Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn r... THE ROLE OF AI IN CUSTOMER EXPERIENCE [INFOGRAPHIC] See in our infographic more insights and predictions on how AI is changing the customer experience for the consumer and in your call center. INTERACTION ANALYTICS CAN HELP TURN YOUR CALL CENTRE INTO A PREDICTIONS CENTRE Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a... YANNY VS. LAUREL: SPEECH ANALYTICS AI WEIGHS IN The CallMiner team has been watching the Yanny-Laurel debate with great excitement. Without further ado, here is what our speech analytics software Eu... 6 WAYS TO REDUCE CALL-BACKS WITH THE RIGHT LANGUAGE First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during c... 50 DEBT REVENUE RECOVERY TIPS: DEVELOPING A DEBT REVENUE RECOVERY STRATEGY, TOOLS & TECHNOLOGY, AND MORE Whether clients fail to pay because of poor health, lost employment, or a poor customer service experience, they can fall behind with payments and pre... GROWTH OF CONVERSATIONAL COMMERCE Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses wh... GETTING TO THE ROOT OF DISPLEASURE Managing a large number of complaints or repeat callers, it is costly to businesses in the way of financial resources and agent productivity. DO YOU KNOW HOW TO TURN YOUR CONTACT CENTRE FROM A COST TO PROFIT CENTRE? During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or ... 5 TIMES WHEN VOICE WINS OVER CUSTOMER SELF-SERVICE Every year post-holiday analysis shows there are some significant challenges at play in the retail sector and it will most likely continue in the same... 7 TIPS FOR KEEPING AGENTS HAPPY No matter what industry you serve, one thing is certain; call centers can’t deliver a positive customer experience without the right agents in place. CONTACT CENTER CUSTOMER EXPERIENCE BEST PRACTICES This post will help you zero-in on those technologies and best practices proven to produce Customer Experience results. 16 EXAMPLES OF ARTIFICIAL INTELLIGENCE ACROSS 6 INDUSTRIES Artificial intelligence (AI) is about to transform every segment of our economy. IS YOUR DATA BEING HELD HOSTAGE (BY YOUR SPEECH ANALYTICS VENDOR? Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these ... ARE YOU READY FOR GDPR? Have you heard about the General Data Protection Regulation? It’s important to understand if or how this new legislation is going to affect your busin... 101 CUSTOMER EXPERIENCE TIPS: CX IN THE CONTACT CENTER, PLANNING & STRATEGY, CUSTOMER EXPERIENCE TOOLS & TECHNOLOGY, AND MORE We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience. A COMPREHENSIVE HISTORY OF AI IN THE CALL CENTER: FROM ACDS TO PREDICTIVE ANALYTICS AND BEYOND Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer serv... GDPR IS JUST AROUND THE CORNER. ARE YOU READY? The requirements of GDPR are leaving many businesses struggling to make updates to internal procedures regarding recordkeeping and storing of informat... JOIN INDUSTRY LEADERS FOR THE CALLMINER CX INTELLIGENCE SUMMIT AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer i... THE STATE OF DEBT COLLECTION 2020: INDUSTRY STATISTICS, TRENDS, COLLECTION PRACTICES, AND MORE We decided to take a deep-dive into the latest debt collection industry figures and statistics to get a glimpse of the current state of debt collectio... RFPS FOR SPEECH ANALYTICS: ASKING THE RIGHT QUESTIONS When you want to hear what your customers truly have to say, you are on the path to transforming your business. 20 CALL CENTER PROS REVEAL THE BIGGEST THINGS COMPANIES OVERLOOK WHEN IT COMES TO CALL CENTER COMPLIANCE ISSUES Call centers are constantly under pressure from regulatory compliance concerns. COMPARING AND PURCHASING CALL MONITORING SOFTWARE: 20 EXPERTS REVEAL THE BIGGEST MISTAKES COMPANIES MAKE (AND HOW TO AVOID THEM) Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But... AUTO FINANCE DEBT COLLECTION TIPS: REGULATIONS, OUTSOURCING COLLECTIONS, BEST PRACTICES, AND MORE Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue. 21 CALL CENTER LEADERS REVEAL WHAT’S KEEPING CALL CENTER MANAGERS UP AT NIGHT Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that they are running a call center operat... WHAT IS ARTIFICIAL INTELLIGENCE (AI)? A DEFINITION OF ARTIFICIAL INTELLIGENCE, CHALLENGES AND BENEFITS OF AI, AND MORE Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans. TOP MARKETING ANALYTICS PRESENTATIONS For all of the benefits of using marketing analytics, many companies and senior marketing executives continue to struggle with implementing marketing ... 5 KEYS TO PCI COMPLIANCE IN THE CALL CENTER How can call centers remain PCI compliant and instill customer confidence that data is being protected? Here are 5 key ways: NPS SCORES AND CX SCORECARDS: IS YOUR SURVEY DATA TELLING THE WHOLE STORY? Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the... COMBATTING THE SURGE IN UK ENERGY SWITCHING This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone. USING SPEECH ANALYTICS TO IDENTIFY VULNERABLE CUSTOMERS Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical... WHAT ARE CUSTOMER SATISFACTION RATING & IMPORTANCE SCALES? CHALLENGES AND BEST PRACTICES FOR USING CUSTOMER SATISFACTION RATING & IMPORTANCE SCALES As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the custo... CLOUD VS. ON-PREMISE CALL CENTERS: KEY DIFFERENCES, BENEFITS, AND MORE A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer... MARKETING DATA ANALYSIS TIPS: 51 MARKETING DATA ANALYSIS TIPS AND TRICKS, ANALYSIS TECHNIQUES, AND MORE Marketers rely on analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportuniti... WHAT IS ESCALATION/INCIDENT MANAGEMENT? PREVENTION, CHALLENGES, AND HOW REAL-TIME MONITORING CAN HELP Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ call... CALL CENTER TRAINING TIPS: 51 EXPERT TIPS ON TRAINING TECHNOLOGY, AGENT ONBOARDING, ONGOING TRAINING & COACHING, AND MORE Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that c... WHAT ARE CALL CENTER INDUSTRY STATISTICS IN 2017? HERE’S WHAT YOU NEED TO KNOW. Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations. WHAT IS SERVICE DELIVERY OPTIMIZATION? This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact c... HOW TO MEASURE & IMPROVE CALL CENTER AVERAGE SPEED OF ANSWER Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resol... THE NEW SIGNIFICANCE OF SIM SCORES FOR UK WATER COMPANIES With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers. WHAT IS OMNICHANNEL CUSTOMER ENGAGEMENT? Omnichannel customer engagement best practices and solutions empower companies to deliver consistent, personalized customer experiences. STREAMLINING CONTACT CENTER PROCESSES FOR MORE EFFECTIVE USE OF HUMAN RESOURCES Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources. TOP CUSTOMER EXPERIENCE PODCASTS: 50 MUST-LISTEN PODCASTS ON CUSTOMER EXPERIENCE FROM INDUSTRY EXPERTS AND INFLUENCERS We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching. THE IMPORTANCE OF CONTACT CENTER EFFICIENCY AND CUSTOMER EXPERIENCE AS ENERGY PRICING FACES SCRUTINY With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be dri... WHAT IS CUSTOMER JOURNEY MAPPING? HOW IT WORKS, CHALLENGES, BENEFITS, AND MORE Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes. THE MOST IMPORTANT ALGORITHMS FOR MARKETING DATA ANALYSTS TO UNDERSTAND Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day WHAT ARE DATABASE MARKETING METRICS? Database serves as the central, shared source of customer and prospect information which can be used for a variety of business purpose. HOW TO REDUCE CALL CENTER DEAD AIR SPACE What happens when a customer contacts your business expecting answers and the only thing they hear is silence? TOP 5 METRICS FOR MEASURING CUSTOMER SATISFACTION In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfa... TOP MARKETING AND ANALYTICS PODCASTS: 50 INFORMATIVE, ENTERTAINING PODCASTS ON MARKETING AND ANALYTICS FROM THE MOST INFLUENTIAL PODCASTERS AND INDUSTRY EXPERTS We’ve put together this list of 50 top marketing and analytics podcasts to make the search a bit less painful for you. HOW TO MAKE YOUR SURVEY BETTER THAN NORDSTROM, LOWE’S, AND WALMART The surveys say they want to know about our experiences as a customer, but do they really want to know? Or, is this just PR spin? CALL CENTER TRAINING BEST PRACTICES As customer expectations are constantly increasing in terms of call center performance, so must the training methods evolve. THE 50 BEST DEBT COLLECTION BLOGS To help you decide which blogs deserve your time, we have compiled a list of the 50 best debt collection blogs online! WHAT ARE INTERACTION ANALYTICS? The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf. ROI FROM YOUR INVESTMENT IN SPEECH ANALYTICS? ABSOLUTELY! While there is no “easy button” to deploy speech analytics, contact center stakeholders should absolutely expect a return on investment when the syste... CX DATA ANALYSIS: DATA THAT DELIVERS EXCEPTIONAL CUSTOMER EXPERIENCE When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable. WHAT IS CONTACT CENTER EFFICIENCY? there are two factors that consistently have a major impact on customer satisfaction, and therefore on your overall efficiency: talk time and handle t... ONE CONCEPT THAT IMPROVES ALL YOUR CUSTOMER SERVICE INTERACTIONS Most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is better than it really is. IDENTIFYING THE TOP CALL CENTER KPIS & METRICS FOR YOUR BUSINESS Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance. WHAT IS BUSINESS INTELLIGENCE? HOW IT WORKS, BEST PRACTICES, TIPS, AND MORE Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store. WHAT YOU CAN LEARN FROM NETFLIX ABOUT BIG DATA & CUSTOMER ENGAGEMENT There are many lessons contact center professionals can take from Netflix. 41 MARKETING AND SALES EXPERTS REVEAL THE MOST UNDER-UTILIZED WAY TO CAPTURE THE VOICE OF THE CUSTOMER AND HOW TO BETTER LEVERAGE IT To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in. 6 STEPS TO IMPROVE YOUR CUSTOMER SATISFACTION SURVEYS Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to im... ACI PARTNERS WITH CALLMINER TO DEPLOY SPEECH ANALYTICS COMPANY WIDE American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launc... WHAT IS THE TELEPHONE CONSUMER PROTECTION ACT (TCPA)? The Telephone Consumer Protection Act was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing syste... ARE YOU READY TO DELIVER NEXT GENERATION CUSTOMER EXPERIENCE THROUGH AN OMNICHANNEL CONTACT CENTRE? It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword. IMPROVE FIRST CALL RESOLUTION RATE BEYOND THE INDUSTRY STANDARD Call center managers are constantly looking for metrics to improve their agents' performance. First call resolution has come front and center in that ... WHAT IS THE CFPB CONSUMER FINANCIAL PROTECTION BUREAU? DEFINITION, TIPS, BEST PRACTICES, AND COMPLIANCE CHALLENGES OF THE CFPB CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services. WHAT IS VOICE ANALYTICS? DEFINITION, TIPS, BEST PRACTICES, AND CHALLENGES OF VOICE ANALYTICS Voice analytics are the use of a voice recognition tool to analyze a spoken conversation. Not only does voice analytics software translate speech to t... OMNICHANNEL DATA & ANALYTICS: MAKING OMNICHANNEL WORK The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results. RESTRUCTURING YOUR TALENT STRATEGY THROUGH WORKFORCE PLANNING Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements. NLP, AI & SPEECH ANALYTICS IN THE CONTACT CENTER Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers. MULTI-TASKING & ACTIVE LISTENING FOR CALL CENTER AGENTS In addition, speech analytics software can help managers understand and measure their agents' empathy. HOW MARKETERS CAN LEVERAGE BIG DATA FOR CX INSIGHTS: 35 MARKETING EXPERTS & CUSTOMER EXPERIENCE PROS SHARE THEIR TOP TIPS FOR LEVERAGING BIG DATA TO IMPROVE CX How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Lever... CALL CENTER IDEAL CALL FLOW SCRIPTS: HELPING OR HURTING? Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows. LEVERAGING NATURAL LANGUAGE PROCESSING AND NLP TOOLS TO THEIR FULLEST There are three common mistakes that most businesses are making when relying on software that offers natural language processing. CUSTOMER EXPERIENCE TRENDS TO LOOK FOR IN 2017 Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits o... WHAT IS INTERACTIVE VOICE RESPONSE (IVR)? Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staf... CALLMINER’S BRIAN LAROCHE TALKS CUSTOMER ENGAGEMENT ANALYTICS Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017. WHAT IS MINI-MIRANDA? Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral. USE BIG DATA FOR A CHANCE OF HAVING A BIG YEAR IN 2017 In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success. WHY YOU SHOULD ADD PREDICTIVE ANALYTICS TO YOUR CEM TOOLBOX Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more. HOW COMPANIES CAN BEST LEVERAGE CUSTOMER DATA To understand the customer journey, companies must leverage the wealth of customer data at their disposal. Read how MDM & speech analytics can help. “THE ONLY WAY TO DO GREAT WORK IS TO LOVE WHAT YOU DO.” STEVE JOBS One can argue about the reasons why it is important, however what is ultimately an indisputable net result of employee unhappiness is disengaged emplo... 7 TIPS FOR PROVIDING EXCEPTIONAL CUSTOMER EXPERIENCES How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read mo... 7 (MORE) CONTACT CENTER OPERATIONS A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best pract... 5 REASONS SPEECH ANALYTICS IS CRITICAL IN CALL CENTER COLLECTIONS Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments. HOW TO USE ENGAGEMENT ANALYTICS TO MEASURE CUSTOMER SATISFACTION By embracing and deploying customer engagement analytics, companies can overcome the shortcomings inherent to relying exclusively on surveys. 3 BEST PRACTICES FOR FIRST CALL RESOLUTION Today’s competitive consumer marketplace demands that customer-facing companies adopt strategies to foster meaningful interactions with customers. TOP 3 REASONS YOUR CALL CENTER NEEDS CUSTOMER ENGAGEMENT ANALYTICS More executives are turning to advanced analytics to measure customer and agent interactions and ensure their call centers are performing at a high le... 3 KEY TAKEAWAYS FROM #CALLCENTERWEEK 2016 IN LAS VEGAS, NV Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer... HOW DOES COLLECTIONS ANALYTICS IMPROVE AGENT PERFORMANCE? Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most? HOW DOES CONTACT ANALYTICS IMPROVE AGENT PERFORMANCE? When was the last time you had an exceptional experience as a customer? 3 REASONS EVERY CALL CENTER NEEDS AN CONTACT CENTER OPERATIONS DASHBOARD An agent performance dashboard is an ideal solution for improving agent performance and the customer experience. Read why. HOW DO YOU DEFINE CALL CENTER ADHERENCE BEST PRACTICES? In the call center, it is critical to make the most of your agents’ time. Read more about call center adherence best practices from industry experts. 5 CALL CENTER AGENT PERFORMANCE METRICS YOU NEED RIGHT NOW Having the right call center performance metrics in place can improve agent performance and the overall customer experience. Learn how. EXPLORING GAMIFICATION FOR HEALTH CARE PAYMENT COLLECTIONS Gamified payment collection would be a great fit for many health care providers. MAINTAINING COMPLIANCE IN INBOUND CUSTOMER SERVICE CALL CENTERS Compliance doesn’t just happen – call centers need to deploy the right tools and strategies. WHAT ARE THE BEST CONTACT CENTER KPIS FOR YOUR OPERATION? In order to drive a better customer experience, call centers must have the proper KPIs in place. CallMiner has outlined some of the best metrics to he... THREE MOST IMPORTANT FACTORS FOR CONTACT CENTER SUCCESS For any contact center to thrive, its decision-makers need to have the right priorities. 7 CALL CENTER BEST PRACTICES FROM INDUSTRY EXPERTS To uncover some of the best ways to drive call center efficiency, CallMiner compiled a list of call center best practices from industry experts. Read ... HOW TO MAINTAIN CONTACT CENTER COMPLIANCE [RESOURCE GUIDE] Companies that regularly handling financial transactions have a responsibility to protect consumer data. Here’s how to maintain PCI compliance in the ... HOW COLLECTION ANALYTICS DRIVES IMPROVED CALL CENTER PERFORMANCE Contact centers face the constant challenge of maximizing payments while staying up to date with compliance rules and regulations. Here’s how collecti... ASK THE EXPERTS: WHAT IS YOUR SPEECH ANALYTICS DEFINITION? It’s helpful to review speech analytics definitions to determine the right solution for your business’ individual needs. Here’s what the experts have ... USING CALL CENTER ANALYTICS TO GENERATE REVENUE When utilized effectively, call center analytics can have a big impact on a company’s bottom line. 5 THINGS YOU DIDN’T KNOW ABOUT VOICE ANALYTICS TECHNOLOGY Voice analytics technology may offer considerable business benefits, but many organizations simply don’t know much about it. Here’s a look 5 unknown f... WHAT ARE THE BENEFITS OF WORKFORCE OPTIMIZATION IN THE CALL CENTER? Workforce optimization in the call center can lead to improved agent performance and better interactions with customers. Read more. TCPA SAFE HARBOR: WHAT IS IT AND WHY SHOULD YOU BE AWARE OF IT? TCPA compliance has increased in importance due to last year’s FCC Declaratory Ruling. Read how TCPA safe harbor and speech analytics can help. FCR – ONE CALL, THAT’S ALL Industry experts have long estimated that 25 cents of every dollar spent by a call center goes toward fixing issues that weren’t properly addressed du... WHAT’S THE BEST WAY TO MANAGE AND EMPOWER CALL CENTER AGENTS? Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more. WHAT IS WRAP UP TIME IN THE CALL CENTER? What is wrap up time in the call center – and why is it important for driving efficiency and improving the customer experience? Take a look in CallMin... WHAT ARE THE BENEFITS OF INTERACTION ANALYTICS IN THE CONTACT CENTER? [RESOURCE GUIDE] Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest reso... HOW TO ENRICH CUSTOMER INTERACTIONS: 3 ACTIONABLE TIPS Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optim... 5 TIPS ON HOW TO IMPROVE CUSTOMER ENGAGEMENT IN THE CONTACT CENTER Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read ... HOW CUSTOMER ENGAGEMENT ANALYTICS CAN IMPROVE THE CUSTOMER EXPERIENCE Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in Ca... WHAT CAN CALL CENTERS DO TO PRIORITIZE THE CUSTOMER EXPERIENCE? [RESOURCE GUIDE] Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it. 5 MUST-READ RESEARCH REPORTS ON THE CUSTOMER EXPERIENCE IN 2015 Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year. 3 WAYS SPEECH ANALYTICS CAN IMPROVE CALL CENTER COMPLIANCE Speech analytics plays a pivotal role in driving call center compliance. Take a look at how. HOW TO REDUCE STRESS IN THE CALL CENTER ENVIRONMENT: CHECKLIST Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech a... HOW SENTIMENT ANALYSIS & SOCIAL LISTENING CAN IMPROVE THE CUSTOMER EXPERIENCE How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysi... HOW SPEECH ANALYTICS CAN REDUCE COSTS & IMPROVE CONTACT CENTER EFFICIENCY (CASE STUDY EXAMPLES) CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case s... SPEECH ANALYTICS: A GAME-CHANGER FOR IMMEDIATE & RELEVANT AGENT COACHING OPPORTUNITIES How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post. HOW SPEECH ANALYTICS SOFTWARE CAN BENEFIT BUSINESS AREAS ACROSS THE ENTERPRISE Speech analytics shouldn’t be a function of the contact center alone. Take a look at the importance and impact of speech analytics across the enterpri... 3 WAYS OUTSOURCED CALL CENTERS CAN IMPROVE THE HIRING AND ONBOARDING PROCESS Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the rig... IMPROVING “AVOIDANCE” BEHAVIOR TO REDUCE ABSENTEEISM What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches. COMPLIANCE ANALYTICS: EFFECTIVELY GATHERING AND MAKING USE OF COMPLIANCE RELATED DATA Using speech analytics to improve the compliance of your call center can save you money and help you avoid fines BIG PICTURE: WHAT IS CONTACT CENTER ANALYTICS? Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more. 5 REASONS YOUR CALL CENTER SHOULD BE USING CROSS-CHANNEL INTERACTION ANALYTICS Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more. 4 CUSTOMER EXPERIENCE QUESTIONS YOUR CONTACT CENTER MUST ANSWER There’s no one-size-fits-all approach to delivering a positive customer experience, but asking these 4 questions can help you get started. SAY WHAT? 3 WAYS SENTIMENT ANALYSIS CAN HELP UNCOVER YOUR BRAND’S REPUTATION What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reput... SARCASM IN THE CALL CENTER? YEAH, RIGHT. Sarcasm is notoriously difficult for both humans and machines to detect and even though most companies are concerned about it, they shouldn't be. WHAT CAN COMPANIES DO TO MITIGATE RISK IN THE CONTACT CENTER? [RESOURCE GUIDE] It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it. HOW CAN CONTACT CENTER ANALYTICS HELP AGENTS IMPROVE PERFORMANCE? Contact center analytics evaluate agent performance in real time, leading to improved performance across a variety of areas. Here’s a look at how. 3 WAYS TO INCREASE AGENT JOB SATISFACTION IN THE CALL CENTER Attracting & retaining the right kind of talent in the call center can be a tricky business. Here are 3 steps to increase agent job satisfaction. KEY BENEFITS OF SPEECH ANALYTICS FOR POSTSECONDARY EDUCATION (CALLMINER EXAMPLES) Enrollment at for-profit institutions makes up 12% of all postsecondary students. Here’s how speech analytics can help your call center drive complian... 3 QUICK, EASY WAYS TO DIFFUSE A CUSTOMER CALL GONE WRONG What are some of the best ways for call center agents to diffuse customer calls gone wrong? Here’s a look at 3 best practices. 5 WAYS TO DELIVER CONSTRUCTIVE (AND MOTIVATING) FEEDBACK TO YOUR SALES TEAM Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience. HOW TO PROVIDE MULTI-CHANNEL CUSTOMER SUPPORT IN TODAY’S DIGITAL ERA [RESOURCE GUIDE] CallMiner resource guide on how to provide multi-channel customer support in today’s digital era. 3 REASONS WHY IT’S IMPORTANT TO SEE RESULTS FROM SPEECH ANALYTICS – AND FAST Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog! CALL CENTER SCRIPTING TIPS FOR SOUNDING LIKE A REAL PERSON (INSTEAD OF A ROBOT) What can call center agents do to ensure they handle customer concerns efficiently? Sound like a real person (instead of a robot). Here’s how to do it. SPEECH ANALYTICS FOR COLLECTIONS: WHY IS IT IMPORTANT? Speech analytics for collections can eliminate call center compliance risk, improve agent performance, and increase recovery rates. Here’s a closer lo... 3 KEY QUESTIONS TO ASK WHEN IDENTIFYING YOUR CUSTOMER’S PERSONA Researching customer personas can ensure the customer experience caters to an individual’s wants and needs. Here are 3 key questions to ask to identif... 4 TIPS TO CONSIDER FOR YOUR QUALITY CALL MONITORING Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider. THE IMPORTANCE OF ANALYZING CUSTOMER CONVERSATIONS WITH SPEECH ANALYTICS [RESOURCE GUIDE] Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more. 13 THINGS YOU DIDN'T KNOW ABOUT SPEECH ANALYTICS Think you know a lot about speech analytics? Take a look at our list of 13 things you might not know… ARE LANGUAGE BARRIERS IN THE CALL CENTER HURTING YOUR BUSINESS? Are language barriers in the call center hurting your business? Here are 3 ways speech analytics can help you overcome these obstacles. Read more. UNIFYING THE CUSTOMER EXPERIENCE: HOW DO YOU DO IT AND WHY IS IT IMPORTANT? Today’s customer expects a unified experience across communications channels. Here’s why customer service agents need to embrace multi-channel support... 6 MUST-READ CALL CENTER RESEARCH REPORTS ON THE FUTURE CallMiner has compiled a list of 6 must-read research reports that cover trends & challenges shaping the contact center industry’s future. Read more. 10 KEYS TO PCI COMPLIANCE IN THE CALL CENTER Failing to protect customer privacy can result in serious fines and reputation issues. Here are 5 keys to PCI compliance in the call center. 6 QUESTIONS TO ASK WHEN EVALUATING SPEECH ANALYTICS SOFTWARE Investing in speech analytics software is a big decision. Check out these 6 questions to help you find a solution to suit your needs. USING SPEECH ANALYTICS TO IMPROVE SALES EFFECTIVENESS FOR AGENTS For performance marketers, the contact center plays a crucial role. Here are 3 ways speech analytics can improve agent performance in sales-based call... 3 STEPS TO ESTABLISH CUSTOMER-CENTRIC CALL CENTERS IN 2014 With customer experience management more important than ever, customer satisfaction has become an area of focus. Here’s a look at 3 best practices to ... HOW DO YOU DEVELOP A TEAM OF TOP PERFORMERS IN YOUR CALL CENTER? Call center agents are at the heart of your business due to their level of customer interaction. Here’s a look at 3 ways to develop a team of top perf... FROST & SULLIVAN PREDICTS CLOUD-BASED CONTACT CENTER SOLUTIONS TO ACCELERATE IN AUSTRALIA New Frost & Sullivan research shows cloud-based contact center solutions in the Australian market are predicted to accelerate over the next five years. FORRESTER REPORT PREDICTS INVESTMENT IN ANALYTICS OVER NEXT TWO YEARS New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise. THE POWER OF CONTACT METADATA Contact metadata is an important and often overlooked factor for successful speech analytics deployments. Read more on CallMiner's blog! WHY REAL-TIME MONITORING IS SO IMPORTANT IN THE CONTACT CENTER With real-time monitoring managers can act, not just react, and customer service, performance, and compliance issues can't slip through the cracks. DATA MINING IN THE CONTACT CENTER Data mining can turn contact center data into valuable, actionable information. See how data mining can help your business. PHONETICS VS. LVCSR: UNDER THE HOOD OF SPEECH ANALYTICS Two approaches to speech recognition are commonly used in conversational analytics solutions: phonetics and LVCSR, each with their own pros and cons. SPEECH ANALYTICS 101: WHAT IS SPEECH ANALYTICS? Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost. Load More -------------------------------------------------------------------------------- GET TO KNOW OUR FEATURED AUTHORS. All Authors PAUL M. BERNARD President & CEO As CEO, Paul Bernard is responsible for setting the strategic direction of CallMiner, driving operational execution, and building a collabor [...] All Articles RICHARD BRITT Vice President of Artificial Intelligence As the Vice President of Artificial Intelligence, Rick leads the talented team of Data Scientists and AI Engineers that are as passionate ab [...] All Articles FRANK SHERLOCK Vice President, International Frank Sherlock is the VP for CallMiner International, responsible for expanding CallMiner customer footprint in the region. Based in the UK, [...] All Articles TALK WITH ONE OF OUR EXPERTS TO FIND OUT HOW OUR PLATFORM CAN HELP DRIVE YOUR BUSINESS. Contact Us Request a Demo As a leader among speech analytics vendors, CallMiner offers industry-leading omnichannel contact center solutions that drive call center optimization and improve business performance metrics. CallMiner’s conversation analytics technology captures and analyzes 100% of customer conversations across all channels, providing insight that can drive call center performance metrics and enhance omnichannel support. CallMiner simplifies customer touchpoint mapping with an automated journey map tool that delivers clearer understanding of the customer’s mindset and emotions. And automated performance scoring and detailed, real-time analytics of every conversation make it easy to monitor performance, implement call center best practices, and support the work from home call center agent. 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