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 […].

Predictive Analytics 140

Predictive Analytics CEM Customer Acquisition Customer Satisfaction 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!

182

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.

Artificial Intelligence 186

Artificial Intelligence Technology Technology Innovation 186

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.

Contact Center 205

Contact Center Social Media Customer Expectations Customer Experience 205

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. .

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 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.

Construction 140

Construction Actionable Insights Customer Satisfaction Technology 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.

Machine Learning 140

Machine Learning ML Artificial Intelligence Actionable Insights 140

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.

Contact Center 159

Contact Center Customer Satisfaction Sales 159

Execs In The Know

MARCH 20, 2023

A recent study by CallMiner indicates that performance at contact centers impacts both loyalty and churn rates. The post The Rise of the Universal CX Agent — and Why You Need Them in Your Contact Center appeared first on Execs In The Know. Consumers want a more personalized experience and they want to be heard.

Contact Center 52

Contact Center CX Omnichannel Customer Relationship Management 52

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.

Education 174

Education Customer Expectations Innovation Customer Satisfaction 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.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Execs In The Know

OCTOBER 30, 2022

That’s why they took a calculated risk and doubled down on their tech investments, including the TellerPlus+ ATMs, which are 75% self-serve and 25% DSR assisted. “We Why it’s important to not lose sight of the brilliant basics. Why do you only get great CX when you have great EX? What We Learned. Fail fast and fail early.

Innovation 52

Innovation Artificial Intelligence AI CX 52

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.

Contact Center 140

Contact Center VOC Social Media AI 140

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.

Contact Center 186

Contact Center Invoicing Customer Experience Technology 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.

Technology 376

Technology Technology E-commerce Contact Center 376

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.

Contact Center 345

Contact Center Engineering Scorecard Retail 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.

Customer Service 186

Customer Service Construction Social Media Innovation 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.

Contact Center 182

Contact Center Social Media Sales Data Mining 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.

Compliance 140

Compliance Contact Center Legal Retail 140

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.

Customer Service 265

Customer Service Start-ups Customer Satisfaction Gambling 265

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 Real Estate Start-ups Sales 334

Execs In The Know

MARCH 4, 2022

In other words, businesses would know that their customers are less satisfied than they were before and some are leaving as a result, but they don’t know why—or what they can do to change those outcomes. About CallMiner. CallMiner is the global leader in conversation analytics to drive business performance improvement.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

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.

Contact Center 186

Contact Center Customer Experience Machine Learning Sentiment Analysis 186

Execs In The Know

APRIL 8, 2022

In order for your team to make the most of this valuable metric, you will need to know both what it is and precisely why it should be used. Why measure customer lifetime value? Guest blog post written by Callminer. Customer lifetime value use cases. The post What is customer lifetime value?

Net Promoter Score 98

Net Promoter Score Contact Center Omnichannel NPS 98

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.

Customer Loyalty 233

Customer Loyalty Customer Experience 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.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

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.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 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.

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 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.

E-commerce 52

E-commerce Contact Center Omnichannel CX 52

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. Painpoint 1: Customer Churn According to a titled “ CallMiner Index ” U.S. But the problem here is that brands don’t know WHY customers are leaving them. Did our product variety meet your needs? companies lose $136.8

Retail 52

Retail Customer Feedback CX Social Media 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.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Callminer

OCTOBER 22, 2019

There are many reasons why it may be wise to consider a call center vendor that works within the cloud. The post 25 Tips & Best Practices for Identifying the Best Call Center Services appeared first on CallMiner. Security is perhaps the most important consideration. Know that there could be cons of outsourcing.

Contact Center 203

Contact Center Healthcare AI Sales 203