Driving Down Contact Center Costs and Driving Up Efficiency with Interaction Analytics There comes a time in every business where owners need to find ways to improve overall performance. Many businesses choose to focus on their bottom line by decreasing expenses. Reviewing expenses line by line on occasion is a good business practice, but it… Show more
Robert, Great article as always. I agree with all of your points. Although point number 2 about using an IVR system to get callers to the representative that can most likely help them is a great way to provide great customer service, companies need to be careful on their design of their IVR system. Some systems use very cryptic options and are…
Average speed of answer is, at the most basic level, about running an effective call center by finding the fastest path to having customers’ questions answered or issues resolved. This means understanding the metrics that need to be monitored, transcribed, and analyzed in order to glean actionable insights. Average speed of answer is one of the… Show more
One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their decisions, behavior, and opinions of your brand are crucial to long-term success. To create a positive customer experience, not just before and during the sale,… Show more
Defining SMS Technology While most individuals are familiar with SMS (short message service), not many people will spend much time thinking about its larger definition. It is, in fact, a web-based software as service (SaaS) technology, and as such it can be used for more than communication between two phone users. Thanks to its standardized… Show more
2017 Receivables Management Conference The RMA conference is a great opportunity for the attendees to network in a fun and enthusiastic environment, along with attracting a quality group of speakers with extensive strengths in the industry. This conference will prove to provide a wealth of information from a very diverse and interesting array of…
Here we are again - 25 days out from LISTEN. Seems like just yesterday I was blogging about the exciting new venue that would play host to our annual conference for 2016. While our original plans were to relocate LISTEN 2017, the Opal Sands was so ideal for our conference, we are returning once again to the white sands of Clearwater Beach. We had… Show more
Today’s customers have high expectations for the brands they work with including exceptional customer service. They expect more than a happy and polite representative on the phone. They want to build long-lasting relationships with the businesses they use. If you’re not interested in cultivating customer relationships, they are quick to move on to… Show more
Is There someone here use the callminer eureka for chat ? If there is, how did you do it? What are the things you get and data's that you need? Answering my question will be a great help! Thanks.
Our company is now implementing Chat Support that needs to put in CallMiner Eureka, and I would like to ask for help. Thank you so much. !
More than 90% of unhappy customers will never choose to do repeat business with you. But, 95% will if you fix their complaint instantly according to Lee Resource, Inc. As a smart business owner or manager, your priority needs to be creating satisfied customers. In today’s customer-focused business world, that means you need to view customers… Show more
Definition of Call Center Statistics Call center statistics are data gathered about enterprise call centers that empirically illustrate both the internal and external relationships these centers have within the business environment in which they operate. They cover a variety of other areas including technological change, changes in consumer… Show more
Because of the nature of the industry I work in, I care a lot about how good companies are at delivering a superior experience to their customers – and how they respond when things go wrong. This blog is prompted by a bad customer experience and an even worse complaint handling process. I hope it provides some useful tips on things to avoid… Show more
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LISTEN 2017: Premiere Event for CallMiner Customers and Customer Engagement Professionals – Just Two Months Away!
LISTEN 2017 will be held October 25-27, at the Opal Sands Resort in Clearwater Beach, Florida. With an elite lineup of keynotes and speakers, over 40 educational breakout sessions—most led by customers, Eureka Great Escape Challenge, Eureka Success Playbooks, ever-popular API content and plenty of time for networking, LISTEN 2017 is a must-attend… Show more