Rachael Royds

  • Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

    Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

    Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies. Whether you employ scripted language...

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  • 4 Ways To Use Call Recordings for Better Contact Center Performance

    4 Ways To Use Call Recordings for Better Contact Center Performance

    According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even...

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  • 5 Mistakes to Avoid to Create a Full Picture of the Customer Journey

    5 Mistakes to Avoid to Create a Full Picture of the Customer Journey

    The truth is that if you are tasked in your business to measure the customer experience based on interactions on a single channel, you will only get a one-dimensional view of the customer...

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  • Ask the Expert: 6 Questions About AI in the Contact Center

    Ask the Expert: 6 Questions About AI in the Contact Center

    In the latest edition of the Inner Circle’s Guide to AI, Chatbots & Machine Learning CallMiner’s VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user...

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  • Gamification and Analytics Drive Better Agent Engagement and Performance

    Gamification and Analytics Drive Better Agent Engagement and Performance

    Gamification is a fun and popular way to improve agent performance, satisfaction, and effect the outcomes from those contacts with your customers. Using analytics and gamification is an effective...

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  • What is Customer Journey Analytics?

    What is Customer Journey Analytics?

    Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. While analytics for...

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  • 6 Ways to Go Beyond the Survey with Speech Analytics

    6 Ways to Go Beyond the Survey with Speech Analytics

    Feedback is everything when it comes to customer service and customer experience. It’s even in our company mission that “Feedback is a gift”. But today, most company’s still look to just...

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  • What is Voice of the Customer? 25 Experts Give Best Practices

    What is Voice of the Customer? 25 Experts Give Best Practices

    Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be...

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  • Hear from the Experts How AI Drives Better Customer Experiences  

    Hear from the Experts How AI Drives Better Customer Experiences  

    Artificial intelligence (AI) is a trending topic in the communications sector. Businesses often assume they don’t have the financial resources to utilize AI and machine learning in-house.  In our...

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  • AI Webinar with Forrester Highlights: What Does Enterprise Ready Mean?

    AI Webinar with Forrester Highlights: What Does Enterprise Ready Mean?

    What are the hottest topics in customer experience today? Data and Artificial Intelligence. The best way to uncover data is by utilizing what you already have access to – existing customer...

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  • ICYMI: CallMiner Top 10 Stories of 2018

    ICYMI: CallMiner Top 10 Stories of 2018

    CallMiner had some amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year! You can keep up with all the latest news by subscribing to the...

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  • CallMiner Employees Give Back Year Round

    CallMiner Employees Give Back Year Round

    This time of year is known as being the season of giving. And we at CallMiner are proud to not only participate in charitable giving during the holidays, but all year round. As CallMiner...

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  • Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

    Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

    In our recent survey and report, The CallMiner Index which identifies  in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One...

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  • Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

    Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

    Dialog Direct is a marketing services and customer experience solution provider that differentiates by the quality of experience it can deliver to its clients and their end customers. They...

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  • 30 Marketing Pros & Data Analysts Reveal How Marketing Data Analysts Can Better Impact Marketing ROI

    30 Marketing Pros & Data Analysts Reveal How Marketing Data Analysts Can Better Impact Marketing ROI

    More companies are turning to marketing data analysis to gain better insights on their customers, deliver the right messages at the right time, and increase revenue through better marketing ROI....

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  • How Listening to Customer Impacts Your Bottom Line

    How Listening to Customer Impacts Your Bottom Line

    We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings. In...

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  • Stop Avoidable Customer Churn With Great Agent Behavior

    Stop Avoidable Customer Churn With Great Agent Behavior

    If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear...

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  • CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction and Alerting

    CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction and Alerting

    At last week’s LISTEN customer conference, we announced how Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center...

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  • 50 Must-See Customer Engagement Presentations

    50 Must-See Customer Engagement Presentations

    Customer engagement has evolved from the origins of customer satisfaction and customer delight. Today, customer engagement is defined as the profound relationship that the customer has with your...

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  • Summer Is The Time To Binge Watch Webinars

    Summer Is The Time To Binge Watch Webinars

    At CallMiner, we strive to consistently deliver valuable information through our learning center and the numerous webinars we host and are speakers on with our partners. We know you can’t always...

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