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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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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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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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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Thoughts From The AI Summit In San Francisco
To most of external world we are a call center platform, more specifically a call center change and insight software. Last week we had the opportunity to attend and speak, and really geek out...
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Making Sense of CX Alphabet Soup: NPS, CSAT, CES
Delivering excellent customer service is no longer enough if businesses want to succeed in today’s competitive landscape. Customer experience (CX) is the new driving factor for business growth...
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Listening & Empathy Is Key To Stemming The Tide Of Customer Churn
The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are...
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