Home
-
Read ArticleWhat is CSAT? Definition, How to Measure CSAT, and Tips from Experts
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...
-
Read ArticleConsumer 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....
-
48:41Watch Video5 Essentials to Build an Innovation Culture in Customer Service and CX featuring Micah Solomon
Hear from CX consultant, Forbes contributor, and best selling author, Micah Solomon as he discusses the five prerequisites for innovation to grow and be sustained in your business.
-
Read ArticleData Analytics Tools Buying Guide: Tips & Best Practices for Identifying the Best Data Analytics Tools
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...
-
Read ArticleAnatomy of a Successful Call Center Representative: Tips & Common Characteristics
There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important...
- Learn More
-
Read ArticleWhat is Data Mining? Definition, Techniques, Tools and Tips from Experts
Data mining is the process of collecting, assimilating and utilizing information for anomalies and/or benefits. The data is typically collected from large databases and processed to determine...
-
56:41Watch VideoHow to Build a Speech Analytics Program
-
Read ArticleBusiness Intelligence Software: How to Choose the Best Software
Analytics, from speech analytics to web analytics and beyond, are a part of your business. Not just the “backend,” either. Data is a part of every aspect of the buyer journey, inventory, and...
-
CallMiner Profile In Forbes Magazine
Read Article -
Learn More
Text & Speech Analytics: Different Models For Different Use Cases, Produced by No Jitter
Dispelling the myth that out-of-the-box text analytics tools work the same on spoken conversations as they do on written words.
-
CallMiner Named a Leader in AI-Fueled Speech Analytics
Get Report -
Read ArticleWhat is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR
Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a...
-
1:02:51Watch Video5 Gold Standards to Improve Customer Surveys, featuring InterAction Metrics
Learn how to get more out of your customer surveys from Martha Brooke, Chief Analyst and Founder of Interaction Metrics, and CallMiner’s Steve Chirokas in this webinar.
-
Read ArticleJoin 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. Besides enjoying the sights and sounds of London and...
-
Read ArticleWhat is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More
After call work includes all tasks which require completion once your contact center’s agents phone conversations with customers are finished. While there are a number of things that take place...
-
Read ArticleLISTEN 2019 Keynote Speaker Lineup Announced!
We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019. This year’s conference theme, ‘Velocity to Vision’ will center around...
-
Learn More
Intro to CallMiner Eureka UK
-
Read ArticleDon’t Miss Listen 2019 Award Nominations!
Got a superstar in your organization who has gone above and beyond with their use of CallMiner and our suite of products to achieve great results and improve outcomes? Then now is your chance to...
-
Interested in a Call Center Audit? Sign up for a FREE Test Drive with CallMiner.
SIGN UP! -
Learn More
Intro to Eureka Analyze
-
Read Article5 Standards of Excellent Customer Listening
In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening programs always meets the same 5 standards....
-
1:02:51Watch VideoIdentify Actionable Engagement Insights to Reduce Employee and Customer Churn featuring Ember
Learn how to use AI-fueled speech analytics to develop a deeper understanding of positive (and negative) behaviours amongst your customers and employees.
-
Miss a Webinar? Catch Up Anytime!
Watch Now -
Read ArticleWhat is NPS? Definition, Techniques, Tools and Tips from Experts
A Net Promoter Score (NPS) is one of several scoring methods companies use to measure the customer experience and gauge customer satisfaction. Specifically, NPS is a value or metric used to gauge...
-
Loading More...
