Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an ROI generator matters! If… 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. !
Silence: The Truest Expression of Scorn There is a common misconception that the rise of the Internet, social media, live chat software, and text messaging mean the phone call is slowly dying. The truth is phone calls account for 68% of all customer communications which means properly training representatives is still a critical aspect of your… Show more
Defining call center training methods Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability. Over the years, call centers have seen the development… Show more
Hello Everyone! I am currently trying to develop a category to capture profanity usage by the customer. The idea behind this is to score associates and if we see that a certain associate has significantly more calls with the customer using profanity, than the rest, this could be a cause for concern. Is the associate being unprofessional or… Show more
My favorite subject... One thing to look out for with profanity, is that Spanish words are frequently mis-transcribed into swear words. Because of that, I recommend excluding Spanish calls from profanity searches. In general, it's best to look for phrases to help increase accuracy, EX: "you mother fuck*" "son* of bitch*" "one more fucking…
I am trying to find out what other companies in our area are doing around things like hold times and rings. For instance how many times should an agent let a phone ring and if an agent calls a consumer and is placed on hold, what are some of the standards other companies are using. Thanks, Rich Mahre
Cyrus Peck, Thank you for the feedback. We went ahead and went with the 7 rings as well. We were at 10 but also found that most voicemails pick up on the 6th ring. We are still trying to decide on the hold times as far as when our agents get put on hold by a consumer. With our service lines we do not normally have a consumer that stays on hold…
Gamification has hit every industry over the past few years, and we've seen myriad ways you can use it. What has recently come to the forefront is using gamification to boost customer loyalty. And just in time. Customer loyalty programs have been flagging recently - and recent publications have argued it's because loyalty programs aren't building… Show more
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
The newest call center technology advancements are focusing on deeper insights and customer satisfaction. Over the past several years, call center technology has played a big part in shifting the industry’s focus towards a better customer experience. Overall wait times are down. Calls are transferred less often before a solution is found. … Show more
Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of a… Show more
Hi Folks, Respected analyst firm Ventana Research is conducting a survey on The State of Customer Analytics. Help Ventana collect data on this topic. Access the survey here: http://ventanaresearch.the-state-of-customer-analytics-2018.sgizmo.com/s3/?uniqueid=CABRcallminer. I've copied the qualifications and details below:… Show more
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CUSTOMER SPARK 8 Great Case Studies from Top Brands September 14, 2017 What is Customer Spark? A Customer Experience Exchange: Igniting Ideas for Transformative Customer Experience Learn and gain inspiration from eight top brands, discover principles of customer experience that lead to success, and find out the latest big-picture trends for…