What 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...
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LISTEN 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...
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Don’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...
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5 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....
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What 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...
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What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts
Business intelligence (BI) is a collection of tools and strategies that analyze and convert raw data into actionable and coherent information for use in business analysis to help in decision...
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Customer Satisfaction Survey Questions: Tips, Examples & Best Practices
There are hundreds of potential questions you might ask on a customer satisfaction survey, but the best questions for any particular survey depend on your goals, your audience, your industry, and...
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Want to Improve the Patient Experience? Stop Sending Bad Surveys
In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations...
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Partnership News: DataRobot and CallMiner to Accelerate AI Capabilities
We are excited to announce that CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center. DataRobot will tap...
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The Can’t-Miss Workshops, Exchanges and Activities for LISTEN 2019
If you’ve been ‘listening’ to our latest announcements, then you know that our annual industry-leading event, LISTEN 2019, will be taking place November 4 – 6 at Margaritaville in Hollywood...
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Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data
Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of...
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Customer Experience Analytics: 25 Expert Tips & Best Practices
Customer experience analytics describes a means to find and collect information about prospects and customers, and how that data is analyzed. Using customer experience (CX) analytics properly can...
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