The 3 Deadly Sins of Gamifying in the Contact Centre
In our recent webinar we talked about How to Gamify Your Contact Centre and Motivate Advisors. But before you get into the depths of planning your gamification strategy, there are three deadly...
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Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys
Gauging a customer’s overall satisfaction with your services and products can help you optimize for a better customer experience and better overall market performance. However, getting to know...
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How to Choose the Best Data Visualization Tools
Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself...
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What is Customer Effort Score?
Implementing and tracking a customer effort score at your organization could be key in keeping your customers satisfied and improving their customer experience – a tough feat that can otherwise...
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Reduce Employee & Customer Churn with Actionable Engagement Insights
It’s no secret that customer churn is costing businesses huge amounts. In fact, The Callminer Churn Index estimated that customer churn is costing UK businesses a whopping £25 billion a year!...
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25 Tips & Best Practices for Identifying the Best Call Center Services
Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing...
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What is Call Center Outsourcing?
Presenting your customers with a functional resource that they can turn to if they encounter any difficulties in using your products or services is no small feat. Often enough, providing such a...
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Key Takeaways From Our First UK Customer Analysts Forum
CallMiner’s first UK Customer Analysts Forum uncovered some brilliant ways for speech analytics to deliver a great return on investment. The day consisted of five workshops that afforded analysts...
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Women in Analytics Networking Event: A LISTEN 2019 Production
By Anya Korneyeva, Sr. Research Engineer at CallMiner Women make up 59% of the American workforce yet fill less than 17% of all roles in data and analytics — despite many holding degrees in...
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What is CSAT? Definition, How to Measure CSAT & Tips
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...
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Only at LISTEN: An AI Perspective from Outside the Cave
If you live in a cave, caves are what you know. It becomes your existence, your totality of experience. But a strange thing can happen when you venture outside. You learn new things, have...
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Consumer 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....
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Data Analytics Tools: Tips, Best Practices & Buyer’s Guide
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...
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Anatomy of a Successful Call Center Agent: 25 Tips & Characteristics
There are many characteristics that successful call center agents share, some being more important than others. Additionally, there are some characteristics that will be more important based on...
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Data Mining: Definition, Techniques, Tools & Tips
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...
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