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 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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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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190 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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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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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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Congratulations 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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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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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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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
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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