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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...
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...
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...
The CX Pro’s Guide to Speech Analytics
Business Intelligence and Analytics: A CRM Perspective
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...
50 Must-See Customer Engagement Presentations
Customer engagement has evolved from the origins of customer satisfaction and customer delight. Today, customer engagement is defined as the profound relationship that the customer has with your...
US CallMiner Index: Communications
US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers
What the Hack? Join us for our Hackathon!
For those of you who are not aware, I am on the research team here at CallMiner. In research, we like to learn and try stuff. If you are lucky enough to be a research scientist, then you know...
US CallMiner Index: Insurance
US CallMiner Index: Banks
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...
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...
UK Retail: Contact Centre Vertical Markets Report
UK Insurance: Contact Centre Vertical Market Report
UK Contact Centre Vertical Markets: Financial Services
LISTEN Update: Award Nominations, New Keynote, Hackathon, Workshops, Sessions & Activities!
This year’s 10th LISTEN event, CallMiner’s annual user conference, October 23-25th, provides even more educational, informative and interactive content in more than 30 sessions for all experience...
Don't Miss LISTEN
Register for LISTEN Oct 23-25, 2018 today!
Why Attend LISTEN