CallMiner IT

  • Sentiment Analysis Tools Buying Guide

    Sentiment Analysis Tools Buying Guide

    Sentiment – it’s more than a nine-letter word for a thought backed by passion or feeling; it’s also a leading cause of crises in consumer relations. Sentiment as it pertains to your customers...

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  • 7 Important Call Center Skills Every Agent Should Have

    7 Important Call Center Skills Every Agent Should Have

    Working as a call center agent requires several soft skills to see the best results. Call centers are responsible for much more than mere issue resolution. These organizations serve as the remote...

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  • 25 Employee Satisfaction Survey Questions You Need to Ask

    25 Employee Satisfaction Survey Questions You Need to Ask

    Encouraging your workforce to share their innermost concerns and ideas about your company can be particularly tricky. However, there is a lot to be said for asking the right questions. Surveying...

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  • Call Center Metrics: Examples, Tips & Best Practices

    Call Center Metrics: Examples, Tips & Best Practices

    An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Fortunately, with...

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  • What is the CFPB Arbitration Rule? Definition & Best Practices

    What is the CFPB Arbitration Rule? Definition & Best Practices

    Arbitration between companies and consumers as an alternative form of conflict resolution often works as a strategic option for the company in question, affording it the opportunity to minimize...

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  • VOE Definition: What is a Verification of Employment (VOE)?

    VOE Definition: What is a Verification of Employment (VOE)?

    Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there...

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  • Data Mining Tools Buying Guide: Expert Tips for Choosing the Best Data Mining Tools

    Data Mining Tools Buying Guide: Expert Tips for Choosing the Best Data Mining Tools

    Data mining is one of the most insight-giving and potentially the most powerful tool businesses can harness in the modern economy. The ability to recognize patterns comes with a myriad of benefits...

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  • The 3 Deadly Sins of Gamifying in the Contact Centre

    The 3 Deadly Sins of Gamifying in the Contact Centre

    In our recent webinar we talked about How to Gamify Your Contact Centre and Motivate Advisors. But before you get into the depths of planning your gamification strategy, there are three deadly...

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  • Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

    Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

    Gauging a customer’s overall satisfaction with your services and products can help you optimize for a better customer experience and better overall market performance. However, getting to know...

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  • What is Call Center Outsourcing?

    What is Call Center Outsourcing?

    Presenting your customers with a functional resource that they can turn to if they encounter any difficulties in using your products or services is no small feat. Often enough, providing such a...

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  • How to Choose the Best Data Visualization Tools

    How to Choose the Best Data Visualization Tools

    Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself...

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  • Key Takeaways From Our First UK Customer Analysts Forum

    Key Takeaways From Our First UK Customer Analysts Forum

    CallMiner’s first UK Customer Analysts Forum uncovered some brilliant ways for speech analytics to deliver a great return on investment. The day consisted of five workshops that afforded analysts...

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  • What is Customer Effort Score?

    What is Customer Effort Score?

    Implementing and tracking a customer effort score at your organization could be key in keeping your customers satisfied and improving their customer experience – a tough feat that can otherwise...

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  • Reduce Employee & Customer Churn with Actionable Engagement Insights

    Reduce Employee & Customer Churn with Actionable Engagement Insights

    It’s no secret that customer churn is costing businesses huge amounts. In fact, The Callminer Churn Index estimated that customer churn is costing UK businesses a whopping £25 billion a year!...

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  • Women in Analytics Networking Event: A LISTEN 2019 Production

    Women in Analytics Networking Event: A LISTEN 2019 Production

    By Anya Korneyeva, Sr. Research Engineer at CallMiner Women make up 59% of the American workforce yet fill less than 17% of all roles in data and analytics — despite many holding degrees in...

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  • 25 Tips & Best Practices for Identifying the Best Call Center Services

    25 Tips & Best Practices for Identifying the Best Call Center Services

    Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing...

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  • What is CSAT? Definition, How to Measure CSAT & Tips

    What is CSAT? Definition, How to Measure CSAT & Tips

    CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in...

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  • Consumer Empathy: 5 Tips for Deepening Customer Empathy

    Consumer Empathy: 5 Tips for Deepening Customer Empathy

    What’s the one skill that every customer support agent should have? Ask this question to anyone who has served in customer support, and they will have customer empathy high on their list. Customer...

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  • Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

    Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

    In today’s data-driven world, data analytics tools are more important than ever. Enabling businesses to analyze raw data from multiple data sources, identify correlations and trends, and even make...

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  • Anatomy of a Successful Call Center Agent: 25 Tips & Characteristics

    Anatomy of a Successful Call Center Agent: 25 Tips & Characteristics

    There are many characteristics that successful call center agents share, some being more important than others. Additionally, there are some characteristics that will be more important based on...

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