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What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)

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CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape

25 tips to increase customer satisfaction

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Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction

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Congratulations to our LISTEN UK 2021 Award winners!

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During the CallMiner LISTEN UK 2021 Virtual Series, we had the honor of announcing the LISTEN UK 2021 Award winners. Read more about the successes of African Bank, British Gas and Hoist Finance UK

Understanding and driving omnichannel customer experience

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Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy. Our latest blog explores how to do that

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Understanding the omnichannel customer journey

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Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more

Accelerating the value of customer interactions: Introducing the new CallMiner

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Read about CallMiner's new brand identity. The new brand is a natural evolution as CallMiner continues to grow as the leader in conversation analytics and business performance improvement

Nine call center initiatives to consider

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Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more

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101 customer service stats you need to know

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Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service

25 Call Center Technology Trends to Watch in 2021

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Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space.

Can data help assess customer vulnerability and affordability? Yes. Here’s why

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Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify vulnerable customers and assess affordability

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Coaching sales interactions takes more than experience – it takes the right technology

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Sales leaders need to evolve with technology. Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

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More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises.

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

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Learn how call centers can more effectively identify, address and manage customer vulnerability

23 experts share their favorite call center ideas

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We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results

International Contact Centre Operations Tips & Best Practices

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Learn how international contact centres can approach agent management optimisation, procedural improvements and more

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

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See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

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Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience

The State of Remote Workforce Compliance

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Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce

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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

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Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

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Here are the top mistakes made by call center agents that frustrate customers and impact customer experience

25 Indicators of Fraud on Inbound Calls

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Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever.

100 Call Center Management Tips: Expert Insights & Advice for Hiring & Training Call Center Agents

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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

The Fusing of AI & Automation with Human Judgment in Call Center Success

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Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

The Fusing of AI & Automation with Human Judgment in Call Center Success

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See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they serve

Introduction to Responsible AI: Unpacking the harms

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The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation

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What makes Business Intelligence (BI) important?

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Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation

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25 tips for optimizing your contact center's QA practices

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Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

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 […].

The Reviews Are In! CallMiner Delivers Across Speech Analytics, Contact Center Ops and Quality of Support

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Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2

We used our own product for Sales Conversation Analytics

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The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases

Using Customer Journey Mapping to Improve CX

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Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and expectations

How to Use Data to Build Strong Customer Communities

Speaker: Carrie Melissa Jones Founder, Gather Community Consulting

Time and again, organizations assume that community member research is duplicative, cumbersome, risky, or incapable of yielding meaningful results. They simply move ahead with their communities and “iterate” as they go. The results of not performing community member research? Mediocre, copycat brand communities that fail to deliver on employee or customer expectations. On August 12th at 12 pm EDT, Carrie Melissa Jones will be sharing the importance of undertaking research whether you are preparing to launch your community or are planning a strategic pivot, and how it can impact cross-organizational value.

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. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

24 AI Professionals & Ethics Experts Reveal the Most Overlooked Obstacles for Companies When It Comes to AI Ethics/AI Bias (and How to Overcome Them)

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Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias

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Buying Guide: How to select the best call center management software

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Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center

Three tips for delivering great omnichannel customer service

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As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!