CallMiner IT

  • Customer Experience Analytics: 25 Expert Tips & Best Practices

    Customer Experience Analytics: 25 Expert Tips & Best Practices

    Customer experience analytics describes a means to find and collect information about prospects and customers, and how that data is analyzed. Using customer experience (CX) analytics properly can...

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  • Call Center Software: How to Choose the Best Software (Tips & Best Practices)

    Call Center Software: How to Choose the Best Software (Tips & Best Practices)

    There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with...

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  • What is a Customer Experience Map? How to Create an Effective Customer Experience Map

    What is a Customer Experience Map? How to Create an Effective Customer Experience Map

    A customer experience map is made up of all of the touchpoints a customer could or does have with your organization as well as the interactions that take place at each touchpoint. Similar to...

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  • When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

    When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

    According to a survey by Sabre published in Forbes of more than 100 airline executives,  51% said lack of technology stops them from improving customer experience.  Moreover, Accenture said about...

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  • Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

    Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

    The Voice of the Customer (VoC) represents your customers’ perceptions, needs, and requirements. Used as a research method to identify market opportunities, gauge customer sentiment, and gain...

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  • Your Questions on Call Center Agent Engagement Answered

    Your Questions on Call Center Agent Engagement Answered

    Agent or employee engagement is a vital topic in call center management. Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie...

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  • What is Sentiment Analysis? Examples, Best Practices, & More

    What is Sentiment Analysis? Examples, Best Practices, & More

    A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication...

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  • What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

    What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

    PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to...

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  • 19 Experts Reveal the One Aspect of Call Center Regulations They’d Improve

    19 Experts Reveal the One Aspect of Call Center Regulations They’d Improve

    Call center regulations are complex. The Fair Debt Collection Practices Act (FDCPA), for instance, requires debt collectors to disclose the purpose of their written or oral communications at the...

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  • 10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

    10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

    This Valentine’s Day you should show your call center employees how much you appreciate all the work they do. Their job is not an easy one. But through technology, training and supportive...

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  • 3 Ways to Improve Your Call Center Monitoring Practices [Video]

    3 Ways to Improve Your Call Center Monitoring Practices [Video]

    Call center monitoring is one of the most effective ways call centers can improve their customer service; it gives managers the opportunity to watch (or rather listen) to their agents in action....

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  • Call Centre Metrics Agents Should Be Aware Of…But Probably Aren’t

    Call Centre Metrics Agents Should Be Aware Of…But Probably Aren’t

    There are tons of call center metrics. Many are the focus of management, rather than call center reps. We asked a panel of 20 call center pros about the most important call center metrics reps...

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  • Breaking Down the Speech Analytics Vocabulary

    Breaking Down the Speech Analytics Vocabulary

    Recently the 11th edition of Contact Babel’s “US Contact Center Decision-Makers’ Guide”  the largest and most comprehensive study of all aspects of the US contact center industry was published....

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  • Top 10 Gamification Blogs

    Top 10 Gamification Blogs

    Gamification is a popular strategy that contact centers use to improve employee performance as well as business results. Many contact centers have experienced increased revenues, higher sales,...

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  • Collection Success Stories in the Contact Center: Part 2

    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 retention being two of the biggest. One error...

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  • Cabot and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards

    Cabot and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards

    We are excited to announce that last week CallMiner and Cabot Credit Management  (Cabot)  won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018 presented by Credit,...

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  • Not Valuing Customers Leads to $136 Billion Switching Epidemic

    Not Valuing Customers Leads to $136 Billion Switching Epidemic

    New research by CallMiner reveals that US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems. And it’s costing them...

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  • 20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

    20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

    From essentials like average handle time to broader metrics such as call center service levels, there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all...

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  • Announcing Medallia Partnership to Empower Voice of the Customer Insights

    Announcing Medallia Partnership to Empower Voice of the Customer Insights

    This week CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology. The new partnership pairs CallMiner’s contact center engagement analytics...

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  • Speech Analytics Is A Crime Fighting Agent!

    Speech Analytics Is A Crime Fighting Agent!

    Fraud continues to be a significant problem for businesses around the world. As measures  to combat mail and Internet fraud increase, criminals are moving their attempts to contact centers. Too...

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