Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)
Investing in the right call center monitoring software is imperative for today’s call centers. Without cal...
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What is CSAT? Definition, How to Measure CSAT, and Tips from Experts
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...
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....
5 Essentials to Build an Innovation Culture in Customer Service and CX featuring Micah Solomon
Hear from CX consultant, Forbes contributor, and best selling author, Micah Solomon as he discusses the five prerequisites for innovation to grow and be sustained in your business.
Data Analytics Tools Buying Guide: Tips & Best Practices for Identifying the Best Data Analytics Tools
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...
Anatomy of a Successful Call Center Representative: Tips & Common Characteristics
There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important...
What is Data Mining? Definition, Techniques, Tools and Tips from Experts
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...
How to Build a Speech Analytics Program
Business Intelligence Software: How to Choose the Best Software
Analytics, from speech analytics to web analytics and beyond, are a part of your business. Not just the “backend,” either. Data is a part of every aspect of the buyer journey, inventory, and...
Text & Speech Analytics: Different Models For Different Use Cases, Produced by No Jitter
Dispelling the myth that out-of-the-box text analytics tools work the same on spoken conversations as they do on written words.
What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR
Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a...
5 Gold Standards to Improve Customer Surveys, featuring InterAction Metrics
Learn how to get more out of your customer surveys from Martha Brooke, Chief Analyst and Founder of Interaction Metrics, and CallMiner’s Steve Chirokas in this webinar.
Join Us at UK Customer Forum
We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base. Besides enjoying the sights and sounds of London and...
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...
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...
Intro to CallMiner Eureka UK
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...
Intro to Eureka Analyze
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....
Identify Actionable Engagement Insights to Reduce Employee and Customer Churn featuring Ember
Learn how to use AI-fueled speech analytics to develop a deeper understanding of positive (and negative) behaviours amongst your customers and employees.
What is NPS? Definition, Techniques, Tools and Tips from Experts