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Read ArticleHow to Invite the Most Honest Customer Feedback: Partner Case Study
Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures,...
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1:04:01Watch VideoHow AI-Fueled Speech Analytics is Rocking the World of Customer Experience
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Read ArticleWhy 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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Read ArticleDialog 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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Read ArticleBreaking 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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Read Article190 Billion Reasons Why You Should Find the Root Causes of Complaints
I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the...
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Learn MoreUK Contact Centre Decision-Maker’s Guide 2018-2019
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Learn MoreMaking the Voice of the Customer Work
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57:00Watch VideoHow to Get the ROI from Your Contact Center with Engagement Analytics
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CallMiner Named a Leader in AI-Fueled Speech Analytics
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Read Article30 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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Read ArticleTop 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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Read ArticleCongratulations to the 2018 LISTEN Awards Winners
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer...
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Learn MoreROI Input Checklist for Interaction Analytics
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57:13Watch VideoStop Losing Customers By Listening To Them With Speech Analytics
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Read ArticleHow 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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2:42Watch VideoDialog Direct Customer Success Story
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Read ArticleCollection 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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Learn MoreContact Babel US Contact Center Decision-Makers' Guide 2018
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Read ArticleStop 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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Read ArticleCallMiner 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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