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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

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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 provide visibility into some aspect of performance.

Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered

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Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

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Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. The problems that plague the […].

Join Us This Summer for WebinarStock!

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This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

4 Ways To Use Call Recordings for Better Contact Center Performance

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According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution.

See You at Customer Contact Week in Las Vegas

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CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy!

Congratulations to the 2018 LISTEN Awards Winners

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At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

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We are well within the “ Age of the Customer ”. The first step toward competing successfully in this era is capturing the voice of the customer. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings.

Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

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Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

The Agent Churn Cycle: Why It Happens and How to Prevent It

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Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%.

How Listening to Customer Impacts Your Bottom Line

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We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings.

What is Voice of the Customer? 25 Experts Give Best Practices

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Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

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Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

The Call Center Can Be a Thin Line Between Love and Hate

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I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ to think about the impact of a call center on the emotional divide the article highlights.

190 Billion Reasons Why You Should Find the Root Causes of Complaints

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I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service.

Stop Avoidable Customer Churn With Great Agent Behavior

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If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

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No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

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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 of the key observations from the reports are about consumers’ channel preferences.

Keep Your Call Center At-Home Agents Engaged

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Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance.

4 Measurements of CX Success in the Outsourced Contact Center

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When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

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PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

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Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise.

New research gives you 25 billion reasons to understand why customers say goodbye

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Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year. And most of the reasons are completely avoidable. Almost nine out of 10 people (84%) switched 1.91

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance

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100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

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Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Contact Center Customer Experience Best Practices

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Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition.

22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software

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Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis.

Watch Brian LaRoche Present at CCW Online March 14th, 2017

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Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV.

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

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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 very or extremely likely to switch suppliers if they have a bad experience with a call centre.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

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Definition of Average Handle Time Average handle time, or AHT, is an important call center metric.

6 Ways to Reduce Call-backs with the Right Language

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A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers.

Deliver Performance Scores Directly to Your Agents

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When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers.

Do you know how to turn your contact centre from a cost to profit centre?

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During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.