OrecX

JANUARY 3, 2022

Steve Kaiser, former CEO of OrecX and now GM, OrecX Business Unit of CallMiner, recently participated in a CallMiner webinar. What follows are 5 audio snippets from that webinar in which he details the reasons for the CallMiner acquisition and discusses various aspects around modern and open audio capture.

71

71

Callminer

MARCH 25, 2020

Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being. It is normal life, so why not say “hi”? In fact, one team member started a slack channel #fun-pets-of-callminer !

Finance 182

Finance Management Best practices Personalization 182

ShepHyken

JUNE 17, 2019

My Comment: When we get negative feedback from a customer the typical reaction (after resolving the issue with the customer) is to find out why something bad happened – and what can be done to prevent it from happening again in the future. Why Giving Back Increases Brand Loyalty by Nikki Carlson. But the high-performers?

Customer Service 269

Customer Service Scripts Feedback Call Center 269

Callminer

DECEMBER 28, 2016

The post Why You Should Add Predictive Analytics to Your CEM Toolbox appeared first on CallMiner. Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […].

Analytics 140

Analytics Surveys Best practices Contact Center 140

Callminer

OCTOBER 22, 2014

Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!

Analytics 182

Analytics 182

Callminer

NOVEMBER 27, 2018

Learn more data from both the UK and US surveys from CallMiner: . The post 190 Billion Reasons Why You Should Find the Root Causes of Complaints appeared first on CallMiner. This is a great example of how you can use smart people and smart technology in tandem to cut the cost of complaints.

Analytics 186

Analytics Coaching Technology Surveys 186

ShepHyken

FEBRUARY 26, 2018

This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers. Why Paid Memberships Are the New Loyalty by Doug Stephens. My Comment: Many of us know what is like to deal with the airlines when there are weather delays, mechanical issues and cancelled flights.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

Callminer

AUGUST 23, 2018

By collecting interaction data across multiple channels, you can uncover why customers contact you and through which channel. The post 5 Benefits of Collecting Metrics to Identify Common Contact Reasons appeared first on CallMiner. Create new processes.

Metrics 205

Metrics Contact Center Analytics Marketing 205

Spearline

JANUARY 25, 2022

A CallMiner Index report discovered that consumers will use up to nine channels to contact an organization to try and get the result they want. Rather than giving your agents feedback sporadically, why not make it part of your daily or weekly operations? Identify low volume times at your contact center and put this time to good use.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

Callminer

JUNE 3, 2019

The post The Agent Churn Cycle: Why It Happens and How to Prevent It appeared first on CallMiner. In the end, this not only converts employees into brand advocates, but also drives performance across every level of the business. I encourage you to learn more about best practices in coaching your agents to success. .

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

Callminer

SEPTEMBER 7, 2017

Why Is Average Speed of Answer Important? The post How to Measure & Improve Call Center Average Speed of Answer appeared first on CallMiner. To make up for this blind spot, be sure to look at customer abandonment rates as well. It should also be concerned about the customer experience across their entire journey.

Call Center 140

Call Center Interactive Voice Response Abandon rate Average Handle Time 140

Callminer

JULY 18, 2019

Why focus on turn topics instead of call topics? Call topics may be able to determine why the customer called, but cannot tell why the NPS score is high or low for that call. Call topics may be able to determine why the customer called, but cannot tell why the NPS score is high or low for that call.

Call flow 140

Call flow Engineering First call resolution Call Center 140

Transparent BPO

JUNE 19, 2019

A report from call center technology firm CallMiner estimates the cost of customer churn runs into the billions ($136 billion to be exact). That’s why we train our agents not to concentrate on metrics alone but also on behaviors. What Is the Cost of Customer Churn? Suffice it to say, the loss of a customer costs a lot!

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

JustCall

NOVEMBER 25, 2022

CallMiner is a SaaS-based platform for voice analytics and customer engagement that uses artificial intelligence and machine learning to record, transcribe, and extract insights from 100% of your customer interactions. Why is conversational intelligence important? Supported languages: English. G2 Reviews: 4.7

Real estate 52

Real estate CRM Coaching Contact Center 52

Callminer

MAY 17, 2018

Questions should begin with words like What, When, and Why and avoid words like Do and Did. The post 6 Ways to Reduce Call-backs with the Right Language appeared first on CallMiner. Scripts are a valuable tool because they outline what an agent should be saying to customers, but they are sometimes too rigid to see the benefits.

Interactive Voice Response 159

Interactive Voice Response First call resolution Scripts Call Center 159

Callminer

JUNE 21, 2017

Why implement call center training? The post Call Center Training Best Practices appeared first on CallMiner. As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. Below are some of the benefits of deploying effective training methods for your company.

Best practices 174

Best practices Call Center Morale Coaching 174

Callminer

JULY 15, 2019

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. Hear from CallMiner and employee engagement experts nGuvu in a discussion of the employee engagement trends in 2019. Check out the links and info below to see why AI is such a big deal in the modern business realm. Billion in 2022.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Callminer

AUGUST 6, 2019

By choosing a VoC platform that combines surveys, sales, CRM and financial data, they can pioneer a unified approach for better business success.” – Kimberly Holbrook, Why a VOC program is vital to your B2B business , Ian Golding Blog; Twitter: @ijgolding. One such example is CallMiner. Keep customer trends in mind.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Why is customer experience important? CallMiner ) . Why do companies struggle to meet customer expectations?

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Callminer

NOVEMBER 6, 2018

The CallMiner Index report shows that the wrong behavior drives churn, with 55% of consumers saying they are very or extremely likely to switch after a bad call center experience. Here are some stats from The CallMiner Index: A whopping 82% of consumers in the US have switched in the last 12 months.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Callminer

FEBRUARY 23, 2021

Accenture predicts AI will increase business productivity by over 35 percent before 2040 in the US alone.” – The Fusing of AI & Automation with Human Judgment in Call Center Success , CallMiner; Twitter: @CallMiner. This is why companies should adopt flexible strategies allowing them to adapt quickly to changes.

Call Center 376

Call Center Technology Banking Contact Center 376

SmartKarrot

JANUARY 6, 2022

CallMiner. CallMiner, one of the best conversation intelligence software, uses artificial intelligence to analyze calls and find actionable insights for the business. The salient features of CallMiner include –. You need to contact CallMiner to know their pricing system. A brief overview. Salient features. Final Thoughts.

Coaching 10

Coaching SaaS Benchmark Feedback 10

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. ” – Detecting Fraud with Speech Analytics , CallMiner; Twitter: @CallMiner. Caller has difficulty answering KBA questions.

Call Center 345

Call Center Banking Accountability Engineering 345

Callminer

OCTOBER 3, 2019

This is Why. The post Anatomy of a Successful Call Center Representative: Tips & Common Characteristics appeared first on CallMiner. Providing a highly personalized experience that puts the customer relationship first is key to modernizing the customer experience.” – Brad Birnbaum, Everyone Should Love Customer Service.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. Why is it that you’re calling, what prompted the call.” Aim to connect.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Callminer

AUGUST 19, 2019

Why Redact? At a high-level, CallMiner offers the following solutions: Full Redaction: Remove all numbers from transcript and call audio where two or more numbers are found in sequence. Take a look at how CallMiner can help design a redaction strategy for your business. Different Methods of Redaction Technology.

Enterprise 140

Enterprise Contact Center Banking Technology 140

Callminer

AUGUST 1, 2017

Make each metric public and ensure everyone knows why that metric is measured. Understanding why your customers are contacting you, and using that Pareto analysis to fix upstream issues is the most important work of a contact center manager. For most, contact centers are the heart of the business. “The to address root cause issues.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

JULY 30, 2020

That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have. That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. Rex Freiberger.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Callminer

APRIL 20, 2018

That’s why contact center leaders must manage the entire customer lifecycle by mapping the entire customer journey. Customer experience must be at the center of all you do, and that is why you should adopt technologies that align with your customers’ expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Spearline

NOVEMBER 30, 2021

Which is why you need to ensure your call center agents are at the top of their game. Rather than giving your agents feedback sporadically, why not make it part of your daily or weekly operations? If a self-service channel fails to work, your customers are likely to pick up the phone for further support.

Customer Experience 105

Customer Experience Telecommunications Coaching Call Center 105

Callminer

NOVEMBER 8, 2018

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. In the survey consumers conveyed which industries they leave, why they leave and what experience would keep them as a loyal customer.

Call Center 233

Call Center Surveys Analytics Best practices 233

Callminer

OCTOBER 11, 2018

This means users no longer have to reach out to third parties to learn why a lead was returned. Why is that? Lastly, and arguably most importantly, you need to create and instill a good reason as to “Why” your agents do what they do. One of 10Xfive’s biggest clients is ShelfGenie, and the “Why” for us is two-fold.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CCNG

OCTOBER 19, 2022

Forrester, 2016) 60% don’t regularly track operational data that reveals what really happened during interactions to help explain why customers felt the way that they did. CallMiner, 2020) Approximately 50% of consumers will use mobile messaging apps for customer service and support.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Callminer

FEBRUARY 27, 2019

Why Customer Voice is Taking on a Whole New Meaning , CMO; Twitter: @CMO_com. Market research will answer that question and better inform marketing decisions made from VoC.” — Jeffrey Mack, Director of Marketing at SaleMove, What is Voice of the Customer and Why Does it Matter?, Make use of cutting-edge market research tools.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Callminer

NOVEMBER 6, 2019

” – Ripley Cleghorn, Why You Should Close the Computer for Your Next Data Visualization , Nightingale; Twitter: @ripley_cleghorn. ” – Melissa Perez, Will Waugh, Marketing Analytics and Why Data Visualization Matters , loyalty360.org; Tailor your tool choices for your audience. org; Twitter: @Loyalty360.

Big data 140

Big data Analytics Metrics Sales 140

Hodusoft

MARCH 9, 2023

As per another study by CallMiner , US businesses lose $35.3 That’s why e-commerce players must leverage sophisticated omnichannel contact center software to handle a high volume of customer inquiries and requests, provide efficient customer service and quick response across multiple channels, as well as exceed customer expectations.

Contact Center 52

Contact Center Contact center software Analytics Interactive Voice Response 52

Callminer

JULY 23, 2019

Rather than getting caught up in just the number, it used additional employee feedback to understand WHY employees were disengaged and leaving and used those insights to ‘rewrite the story.’ One of the main reasons why many agents call in sick is because of poor working conditions.

Best practices 140

Best practices Feedback Call Center Coaching 140