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5 Employee Engagement Trends in 2019
Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher...
Customer Contact Week Winter: See You All in Nashville!
We are all pretty excited about CallMiner’s participation at Customer Contact Week Winter, in Nashville January 15 – 18, 2019. This is the 20th year of CCW events which hosts contact center and...
3 Voice and Text Analytics Questions Answered from ROI Webinar
Of all the trending acronyms that come and go in our industry, ROI (return on investment) is one that never goes out of style. In our recent webinar How to Get the ROI from Your Contact Center...
Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t
There are tons of call center metrics. Many are the focus of management, rather than call center reps. We asked a panel of 20 call center pros about the most important call center metrics reps...
ICYMI: CallMiner Top 10 Stories of 2018
CallMiner had some amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year! You can keep up with all the latest news by subscribing to the...
CallMiner Employees Give Back Year Round
This time of year is known as being the season of giving. And we at CallMiner are proud to not only participate in charitable giving during the holidays, but all year round. As CallMiner...
How to Invite the Most Honest Customer Feedback: Partner Case Study
Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures,...
How AI-Fueled Speech Analytics is Rocking the World of Customer Experience Featuring Forrester Research
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...
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...
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....
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...
Stop Avoidable Customer Churn with Great Customer Experience Featuring Rant & Rave
Generate and Accelerate ROI with Interaction Analytics and Consulting Services featuring Ember Services
Identify Root Cause to Reduce Calls Featuring Thomson Reuter's
CallMiner speech analytics is used by Thomson Reuters to identify what drove customers to call, understand why they called back repeatedly, and why they were transferred.
UK Contact Centre Decision-Maker’s Guide 2018-2019
Making the Voice of the Customer Work
How to Get the ROI from Your Contact Center with Engagement Analytics Featuring Praxidia
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....
Top 10 Gamification Blogs