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Industry News and Best Practices

33 Posts authored by: scottkendrick Employee

Take advantage of Advance Pricing - $699 for individuals, $200 discount.


After 3 years at the Opal Sands in Clearwater Beach FL, this year, CallMiner's 11th annual conference moves 2 degrees South and 2 degrees East to the beautiful blue waters and shores of the Atlantic Ocean. This year's event will be hosted at the iconic Margaritaville Hollywood Beach Resort conveniently located just 7 miles from the Fort Lauderdale Airport (FLL). Margaritaville sits ocean-front on the famous Broadwalk of Hollywood Beach, home to 3 pools, a FlowRider® surf simulator, 4 restaurants, and 349 rooms all 11 stories or higher providing amazing views of the beach, the ocean, and the intercoastal waterway. Despite the casual lifestyle of the hotel's brand identity owner, similar to the Opal Sands, Margaritaville is well appointed,  four-diamond resort, with décor inspired by the lyrics of Jimmy Buffet and in the colors of the sea, sand, and sky.


Margaritaville Hollywood Beach Resort


And while Jimmy's platinum selling album and title track suggest changes in latitudes drive changes in attitudes, much of the attitude of LISTEN will be retained from the success of previous years. As former SVP of Strategic Accounts at Sitel expressed - LISTEN is not just a conference but rather a community and a movement - a unique gathering of like-minded individuals getting together to discuss the opportunities and challenges associated with extracting intelligence from customer interactions. 


However as true to our culture of LISTENing and continuous process improvement we have made some adjustments beyond the location, to make LISTEN 2019 our best event yet. Last year's workshops were standing room only, so we've extended first day workshops to include additional free training for analysts and program owners to get the most out the CallMiner Eureka platform. In parallel with the analyst workshops, by your request, we are adding industry specific exchanges. These industry exchanges will facilitate conversations between executives, program owners, and analysts in similar industries to discuss industry specific challenges. Industry exchanges will be scheduled for Collections, Financial Services, Business Process Outsourcers, Retail / Consumer Goods & Services, Utilities & Energy, and others based on demand and registration.


Workshops and Exchanges


This year we'll be featuring three guest keynote speakers. Kicking off Tuesday is Ross Bernstein, leadership consultant and sports author. Ross will relate sports leadership to winning in business and customer experience. Wednesday we will feature CX consultant and best selling author of several customer experience books, Micah Solomon, followed by Kate Leggett, VP and Principal Analyst and Customer Relationship and Service Strategy Expert, from leading industry analyst, Forrester. Additional thought-leading speakers will include speech analytics pioneer, CallMiner Founder and CTO, Jeff Gallino, and CallMiner Vice President of Artificial Intelligence, Rick Britt.

LISTEN 2019 Keynote Speakers


Frequently we have heard that LISTEN offers too many parallel tracks, preventing attendance in some great sessions  (can too much of a good thing be bad?). As a result, this year we have reduced our track count and scheduled more sessions in series to allow for each attendee to maximize their session participation and learning. We'll host a senior level executive track this year, which will feature prominent leaders from various industries sharing best practices in uses of data and analytics, improving employee and customer engagement, and competing on customer experience. Following his keynote, Ross will be hosting an executive session on the Champions Code. Stay tuned for upcoming announcements of executives and organizations participating in this industry's first Executive Exchange.


In addition to the Executive Exchange, we'll offer sessions for both Analysts and Program Owners across three different levels of experience and competency, providing content of interest for those just starting out, to those seasoned veterans.  We'll also be introducing the Eureka demo lounge giving attendees an opportunity to interact with CallMiner product experts and relax while taking in personalized demos of the latest and greatest in interaction analytics and conversational Artificial Intelligence.

 Jimmy Stowe and the Stowaways


What's a LISTEN event without great networking and social activities? Our new location gives us plenty of opportunities for new networking activities on opening day Monday November 4th, ranging from fun in the sun, to volunteer events helping to support the community. We'll highlight our annual celebration with, what else, a Parrot Head party at the Margaritaville Bar and Grill, featuring Jimmy Stowe and the Stowaways, covering all the Jimmy Buffett favorites and more. In fact Buffett, who has played live with Jimmy Stow and the Stowaways, said of the band, "I gotta say Jimmy Stowe knows ’em better than we know ’em… he does 'em like the records were made."


Lastly - bigger and better than ever, returning to LISTEN 2019 is the Escape Room Challenge III. Test your puzzle solving and analytical skills finding clues both in Eureka and within the room. In this year's challenge we pick up on the trail from LISTEN 2018's Escape Room II - adventurous participants will join forces with H.I.V.E's secret team of elite operatives known as the AnT's (Agents in Ties), to undertake in H.I.V.E's most dangerous mission yet: capture and contain an alien menace that threatens to the end the world as we know it!


Escape Room III


While you may have missed the Early Bird special, for a limited time we are offering Advance Pricing at $699, $200 off the regular event price for individuals. Advance Pricing also allows for an additional 10% of when registering groups of three or more.


So what are you waiting for? Book now and reserve your spot at LISTEN 2019 today! 


Following is a high level agenda to help plan travel.


Monday, Nov 4th

9:00 AM

Workshops and Industry Exchanges


12:00 PM

Networking, Social, and Volunteer Activities


6:30 PM

Welcome Reception / Meet the Sponsors

Tuesday, Nov 5th

8:30 AM

Kickoff & Keynotes


11:00 AM

Breakout Sessions


4:00 PM



6:00 PM

Dinner & Parrot Head Party

Wednesday, Nov 6th

8:45 AM



10:30 AM

Breakout Sessions


4:15 PM

Closing Remarks



Fort Lauderdale-Hollywood International Airport (FLL) - 6.1 Miles

Miami International Airport (MIA) - 25 Miles

Palm Beach International Airport (PBI) - 53 Miles



LISTEN, Product User Forums, Eureka Academy, LISTEN 2019

Hi All,


I'm excited to announce that we have launched a Swag Shop to allow you to order custom CallMiner and Eureka Swag.  The shop has been in beta for several months with staff - and based on the logo'd shirts, hats, and other items I'm seeing around the office - the shop is a hit!


Rolling out CallMiner and looking to get the team engaged? Seasoned analyst and want to show-off your analytics cool-ness? Grab some swag!


Take a look and let us know what you think. We'll also be adding new designs in the future, and evolving the shop with new products based on interest and demand.


Visit the shop at!


Swag Shop

Product User Forums

Eureka Academy

UPDATE: New York Date and Venue Selected


Coming to a city near you! - well... specifically Los Angeles (April 24), Chicago (May 7), Dallas (May 22), and New York (May 9). CallMiner is hosting single day summits to get customers and prospects together to network, discuss best practices in analyzing your customer conversations, and hear about the latest in product enhancements released or coming soon to the Eureka platform.


Great Venues!

Los Angeles - The Porsche Experience Center.. talk about Speed to Intelligence!

Chicago - The historic Wrigley Field

New York - Time Square Crowne Plaza followed by a reception at SiriusXM studios

Dallas - T&T Stadium - home of the Dallas Cowboys


final-map@2.png.png While we're super excited to gather in November for our annual conference this year hosted at Margaritaville Hollywood Beach Resort, we figured we shouldn't wait a full year to have the opportunity to get together again. We have far too much news to share - from our latest updates in Coach, to new products Visualize and Capture, to the amazing advancements we've made with AI and machine learning.


Each event will have a similar agenda, including featured speakers from our amazing group of customers and partners. We are hosting at some super cool venues as well including the Porsche Experience Center in LA, Wrigley Field in Chicago, and the Cowboys (AT&T) Stadium in Dallas. We hope to see you there, but be sure to register as space is limited.





Product User Forums

Industry News and Best Practices

We're excited to launch a new space within the CallMiner community - Community Rewards. In this space we'll be featuring special and exclusive offers from vendors for CallMiner Customers who are members of the Engagement Optimization community. Be sure to visit this space to check out the inaugural offer for mortgages and a related up coming webinar.




You can find the Community Rewards space in the Resources menu.



Be sure to follow the space to stay on top of any new offers posted in the future.




If your organization has a VIP, friends and family or special discount program, please be sure to contact to discuss how we can place your offer in front of CallMiner customer community members.


Community Help & Feedback

Product User Forums

It seems like everyone is talking about artificial intelligence (AI) and how it is effecting our lives at home, at work, as well as how we communicate, shop and consume media. And AI is changing the customer experience! With the capability to not only process data, but predict insights and drive business decisions, AI will be the cornerstone in the future of customer service for customers and your call center agents.


Click here to see the full infographic for The Role of AI in Customer Experience.




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 a brief scare with Hurricane Irma but I'm happy to announce that CallMiner's Fort Myers staff, our office, and the Opal Sands (just up the coast) made out relatively well and we are excited to be bringing business back to the area - it's one of the best things we can do to help with recovery.


In addition to hosting at the same great venue, we are maintaining many aspects that made LISTEN 2016 such a success - tracks for executives and analysts, sessions covering fundamentals and more advanced use cases, relational round tables and plenty of networking opportunities. Best of all, we have retained the high level of content presented by you - the attendees and the real users of speech or customer engagement analytics. This year we have great speakers from organizations such as Americollect, Defenders, Mercedes Benz Financial ServicesOtter Box, Sirius XM, Vivint, Thomson Reuters, Bluegreen Vacations, Encore Capital Group, and more.



But in the name of continuous improvement we've made some great additions that you won't want to miss! We have two full tracks for analysts covering both fundamental and advanced topics and use cases. We have great new topics for both executives and analysts such as Stomping Out Fraud with Analytics and Voice Biometrics, Using Analytics to Improve Products and Insights Beyond the Contact Center, Identifying & Understanding the Events of an Interaction, and more. Without taking away from our breakout sessions, we've added more keynotes including CallMiner founder Jeff Gallino's view on the State of Analytics.  Jay Baer, best selling author and founder of Convince and Convert will share his views on Talk Triggers and the role analytics plays in identifying them. Joe Dudek of Quicken Loans will discuss how Corporate Culture can drive a better customer experience and innovation.


One of the additions I'm most excited about is an analytics hack-a-thon in the form of an escape room, dubbed The Great Escape Challenge. Analysts will be challenged to help track down missing secret operative Agent Honey Bee. Teams of six will have 45 minutes to use their Eureka Interaction Analytics know-how to solve a series of puzzles, unlock the clues, escape the room and complete the mission. Be sure to register yourself and your desired team members as space is limited - prizes for the team with fastest time.


playbook-min.pngAnd finally CallMiner will be releasing seventeen Eureka Success Playbooks to attendees. Playbooks are essentially recipes with step by step guidance on how to achieve key results with interaction analytics including numerous ways to improve contact center efficiency, customer experience, agent performance, compliance, and revenue generation effectiveness through increased sales or collections. These plays have been derived from CallMiner's 15 years of experience in the speech and customer engagement analytics space, and will help users achieve substantial return on investment.


Oh - and I almost forgot about the Halloween-themed Karaoke After Party! If you've already registered, we can't wait to see you there. If you haven't yet - what are you waiting for?!

Register here.



Product User Forums




See our highlight reel from LISTEN 2016...

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:


I've copied the qualifications and details below:


Using Analytics to Optimize Customer-Related Activities and Processes


Today’s intense competition requires companies to know as much as they can about their customers in order to anticipate their needs and serve them better. Implementing initiatives such as customer experience, price and profitability optimization, contact center optimization and risk mitigation requires analytics and technology. This benchmark research is designed to examine the state of the art in customer analytics to determine how organizations can improve through a range of best practices and technology-driven improvements.
Are You Qualified? The survey for this benchmark research is designed for customer-, call center- and contact center-related business and IT managers connected with managing or operating any customer-related activities, offering outsourced contact center services or involved with the purchasing of technology for this area. Solution providers, software vendors, consultants, media and systems integrators may participate in the survey, but they are not eligible for incentives and their input will be used only if they meet the qualifications. Incentives are provided to qualified participants in the research and also are conditional on provision of accurate and verifiable contact information including company name and company email address that can be used for fulfillment of incentives.
What’s In It For You? Upon completion of the research, all qualified participants will receive a report on the findings of this benchmark research to support their organization’s efforts, along with a $25 gift certificate. In addition, all qualified participants will be entered into a drawing to win one of 25 benchmark research reports and a 30-minute consultation, a package valued at US$1,495 or €1,232. Thank you for your participation!

Product User Forums

The Takeaway: While it's tempting to multitask, agents struggle to have authentic interactions with customers. Active listening is a useful tool to improve engaging with customers.

Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer provides while processing data presented on the screen in front of them. Have you ever noticed how exhausted you feel after doing that for several hours?

The reason, wrote Olivia Goldhill for Quartz Media, is that your brain is really switching between tasks, not accomplishing them simultaneously. In addition to feeling tired, individuals who multitask also feel more stressed - which is counterproductive in a contact center, when agents are assisting customers. There are additional drawbacks to multitasking: When our brains attempt to juggle multiple projects, we lose the ability to separate important information from mindless chatter, noted Forbes' Travis Bradberry.

Agents may have more success by practicing active listening when working with customers. The Wall Street Journal's Elizabeth Bernstein laid out the definition of active listening: Fully interacting with another person, without distraction. However, this can be difficult to do when worrying about average handle time and resolving the call quickly.


Customers feel heard when agents employ active listening techniques.

Nip the problem in the bud when hiring agents. CJ Silva of the International Customer Management Institute recommended seeking out agents that are empathetic. In practice, that means these agents are good at identifying certain emotions in a person's voice or speech. Active listening can help agents strengthen their empathy muscles. They have the opportunity to ask open-ended questions - and without any distractions, can pay attention to a customer's tone.

Technology can also help agents become more empathetic. In a previous article, we highlighted AI that can identify when calls are going off-track. This technology can pick up on a customer's faster speech pattern or language that suggests anger. The human element - in the form of the agent - can use this information to slow down the conversation and check in with the customer, to ask if they feel listened to.

In addition, speech analytics software can help managers understand and measure their agents' empathy. The software can look for open-ended questions. When paired with other metrics - like average handle time or first call resolution - managers may be able to get a better sense of whether an agent is actively listening with a customer.

Active listening is a skill that requires dedication and maintenance. While it's tempting to multitask, both agents and customers will benefit from active engaging

How will you increase active listening?

sentiment_full_800x500.pngSentiment analysis has become a household phrase in this “era of the consumer” that has ushered in an acute focus for organizations towards customer experience, as both a necessity in business success and a core differentiator.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about your products, promotions, brands, or the interactions they have with your organization such as through the contact center.


Traditionally customer feelings have been measured through use of surveys, what Gartner refers to as Direct Voice of the Customer.  While asking for direct feedback is a critically important component of measuring customer sentiment, surveys do have several limitations, one being that they only collect feedback from the small percentage of customers that actually respond.  The small sample of respondents usually represents a dichotomy of customer groups – the very happy, or the unhappy.  The contact center or customer engagement center represents a huge repository of data, that if tapped, could give you a much broader view of your customers’ sentiment, with limitless ability to ask different questions of the data that you are already capturing every day.


This two-part blog will explore how to achieve sentiment analysis with the use of speech and text analytics, and how to implement a sentiment model within an engagement analytics platform such as CallMiner Eureka.


What is “Sentiment Analysis” and why should you care?

According to Oxford Dictionaries Sentiment Analysis is:


The process of computationally identifying and categorizing opinions expressed in a piece of text, especially in order to determine whether the writer’s attitude towards a particular topic, product, etc., is positive, negative, or neutral.


Of course with the advent of speech analytics, sentiment analysis is not limited only to written text, but can also be extracted from spoken word. Contact centers record an estimated nine million hours of calls per day in the United States alone (extrapolated from Pelorus Associates Interaction Recording report).  According to The Northridge Group, 48% percent of consumers still prefer to use voice channel for their mode of engaging with organizations, more than double that of any other channel, but of course live support through text channels such as chat, email, and Facebook messenger are growing rapidly. Through all of these customer communications and the associated data collected with them, there is a treasure trove of opportunity to extract and analyze customer sentiment.


The best news is you don’t have to conduct surveys in order to get at this data. While surveys do allow your customers to provide you direct feedback about how they feel, there are several key limitations to relying on surveys to understand customer sentiment.


For starters, response rates are low.  According to the American Customer Satisfaction Index, response rates to customer surveys range between 5 and 15%, and as the volume of surveys are increasing (SurveyMonkey alone collects more than 3 million responses a day), response rates are continuing to decline (this article from survey vendor Medallia with suggestions on how to combat response issues).  This means that your analysis of customer attitude through surveys only represents a small portion of your customer base, and typically only the dissatisfied or extremely satisfied customers will take the time to respond.  This won’t give you a true measure of customer sentiment towards your brand, products, or promotions.  The short falls of sampling to collect feedback can be avoided by leveraging the already captured customer interactions to extract customer sentiment through analytics.  You already have all the “responses” in your interaction archives, in data that is just waiting to be mined.  Interaction analytics (aka customer engagement analytics) will give you a better understanding across your customer base for how they feel towards various elements within your organization.


Surveys are also limited largely to the questions asked within the survey.  Best practices suggest surveys should be a maximum of 10 questions according to Survey Gizmo (and find more in depth data from Survey Monkey).  To gather additional information, particularly if you need to dig into a particular reason for specific response, would require another survey, and the likelihood of getting the same respondents is slim to none. Surveys limit your ability to get context, or to be able to ask the “how” or “why” associated with the questions asked. Using interaction analytics to analyze your existing interactions allows you to return to the data over and over with additional questions.  You have the ability to filter, target and dig in deep in certain areas as desired. Such analysis can even greatly inform what questions you should be asking when you do conduct a survey.


The last shortcoming of surveys is speed to intelligence, or lack thereof. In order to collect feedback, you have to determine the questions to ask, construct the survey, issue the survey, wait for responses, and then analyze the responses.  Yes – analytics requires some of the same “setup” in terms of configuring the queries or searches to help ask the questions of the data you desire, but once configured, “responses” or insight can be gathered in near real-time as your customer engagement center continues to have interactions with your client base.


This is not to say you shouldn’t be surveying and collecting that direct feedback, but if you are only relying on surveys to understand your customers’ sentiment, you’re missing a big opportunity and may be making decisions based on inaccurate data.


How Interaction Analytics measures sentiment (and why it’s better than traditional approaches)

In order to measure your customers’ sentiment towards various topics with Interaction Analytics, you need a sentiment model. Most sentiment models are black boxes, that look at your conversation and give you a rating.  But let’s breakdown the anatomy of one approach to measuring sentiment.


First off you need to look for your customers’ expressions of positive or negative sentiment.  You might also be able to look “neutral” sentiment or for simplicity, the absence of expressions of positive or negative sentiment is indicative of neutral sentiment.  There are all kinds of sources of expressions of sentiment online, but simply put, positive expressions of sentiment would include various positive adjectives such as good, wonderful, awesome. Similarly, expressions of negative sentiment would be defined by list of negative descriptors such as bad, terrible, or awful.


Within the presence of what we’ll call either “intensifiers” or “inverters”, such expressions of sentiment can have varying degrees of positive or negative sentiment, or they may even have the opposite meaning. To state something is “bad” is not as condemning as it is to state something is “very bad”.  And to state something is “not bad”, means the inverse, but likely doesn’t mean it is as good as saying it is “good”.  If you think of sentiment as a score ranging from -10 to 10 you can see how various combinations of expressions of sentiment can range from having very high negative sentiment, through to neutral, through to very high positive sentiment, depending on the language used.



Interaction analytics is purpose built for looking for your customers’ use of certain language within their conversations or interactions with you. And some interaction analytics systems (such as CallMiner Eureka) support sophisticated scoring models to allow for the creation of indices as described in the previous paragraph.


Having a sentiment model is only the start of the process. The next step is to not just get sentiment “as a whole”, but rather to apply that sentiment model to different parts of the conversation.  For example – what is the overall or trend in sentiment of a specific segment of your customers.  How does it compare to other segments of your customer base?  More importantly, what is the “sentiment score” near references to specific products, product features, policies, or promotions? Powerful analytics solutions allow you to conduct this type of query or questions of your data by essentially stitching together building blocks of queries that identify references to products or features, and positive or negative sentiment.


To learn more about how you can leverage CallMiner Eureka in sentiment analysis, click here to reach out to a Customer Engagement Analytics specialist at CallMiner, and stay tuned for part 2 of this blog in our product user form.


For CallMiner customers and partners, find part 2 of this blog here -

Sentiment Analysis Part 2 - Building a Sentiment Score.


25 days left, and as you can imagine, the CallMiner team is working feverishly to prepare for our biggest and best Customer Engagement Analytics conference yet.  Hosted at a brand new resort, the Opal Sands is right in the heart of beautiful Clearwater Beach on the Gulf of Mexico, with every room being Gulf Front --- and when they say Gulf Front, they mean it. Every room has a balcony that practically looks down on the water, almost as if you're on a cruise ship. We own the entire hotel for the duration of the event, so everyone you meet at the bar or in the pool will be a fellow Customer Engagement analytics professional.



But what's more important about this year's event is the content and the people.  We have an amazing set of educational and informative sessions across five tracks, something for every level of Customer Engagement Analytics user and executive. Interaction analytics fundamental sessions for executive and analysts, advanced sessions for our more seasoned executives and analysts, an entire track dedicated to round table discussions and working sessions, and some great demonstrations of the latest and greatest in technology from CallMiner and our strategic partners.  See the full schedule here:


Unlike any other, this conference belongs to the attendees.  We participate in over 40 events a year, and proud to say listen2016 has more end user content than any other event we attend.  Take a look at this impressive lineup of speakers: The sessions were recommended by past attendees, voted on and ranked by the community at, and almost all of the presentations are being delivered by the community.  This conference wouldn't be what it has become without you!


Building on the success of previous incarnations of LISTEN, in addition to traditions such entertaining activities, and the annual LISTEN Awards, we'll be adding some exciting new elements including the mobile app, with contact scanning capability, networking missions, and more.  If you've been to LISTEN in the past, you won't want to miss out on this one - if you haven't, make this your first of an annual tradition.  See everybody in 25 days!!


Product User Forums LISTEN 2016 LISTEN


View LISTEN 2015's highlight reel

We're excited to announce that the Registration for LISTEN 2016 - the industry leading event for Customer Engagement Analytics - is now open at Attend LISTEN to take your experience face to face.


Registration Now Open
Early Bird Deadline is May 31, 2016
November 2 – 4, 2016
Opal Sands Hotel, Clearwater Beach, Florida

What’s new for LISTEN 2016? A lot!!
  • New location – Opal Sands – newest hotel on Clearwater Beach right on the Gulf of Mexico
  • New half-day pre-conference workshops for executives and analysts
  • New 101 and advanced executive and analyst tracks
  • New Roundtable discussions to facilitate peer-to-peer sharing
  • New pre-event activity and team building options
  • New spouse activities
  • New mobile events app – customize your experience, x, and x
What’s the same…only better?
  • Exciting pre-event activities
  • Many session options and great customer content
  • Partner pavilion—learn about our partners’ technology offering
  • Networking – even more opportunities this year
  • Product demos in the lounge – come talk to the experts
Early bird special – Register by May 31 and save. Early bird rate is $499 (Standard price is $799).
2 for 1 discount – Register 2 – Don’t leave anyone out. Register two attendees from your company and get one free! Also valid with early bird pricing.
Presenter package – Present in one of our sessions or participate on a panel and receive 2 free passes to LISTEN 2016! ($1,898 value).


automated-quality-monitoring2-400x250.jpgAccording to a Royal Mail Data Services report, 63.6% of UK companies claim they have out-of-date customer data.  Other survey findings show that 62.8% have incomplete customer data and a further 60.1% have barely any customer data at all.


The problem is due to the system of data capture and validation in most companies, according to a recent My Customer article covering the research.


Data from the study also shows less than half of companies are automatically validating customer information they capture on websites, and 21.4% still don’t have a validation process for customer data captured on the web.


"If businesses are committed to improving the quality of their customer data, they’ll need to use faster, online, self-service ways to capture and validate customer data," says Jim Conning, Royal Mail Data Services managing director, in the article.


Best practices for maintaining data quality include implementing a unique, persistent key that identifies each customer and their corresponding data and having metrics in place for adhering to data standards that companies should define, suggests the article.


To effectively leverage customer data, call centers can rely on speech analytics for an even more in-depth type of automated quality monitoring. Such technology captures customer conversations and associated metadata from any source communication system and converts customer interactions into a consistent formal for analysis.




Originally posted here:

contact-center-technology-400x250.jpgAccording to the latest joint research efforts from Call Centre Helper and NewVoiceMedia, 44% of industry professionals claim “IT issues” are a fundamental barrier to operating an optimized contact center.


When asked about the specific factors restricting progress in their industry, survey respondents cited budget (67%), the need for new technology (40%), and technology not being joined up (35%), reports a CRMXchange article covering the survey results.


“It’s surprising that IT issues are a barrier to so many businesses running a great contact [center],” says Jonathan Gale, NewVoiceMedia CEO, in the article.  “Cloud technology offers a cost-effective solution to businesses of all sizes, meaning they can make the most of their CRM investment and serve better to accelerate growth and stay ahead of the competition.”


The study also asked contact professionals what they would change about their current contact center technology. Most respondents stated the need for basic working computer systems and requested upgrades to the latest technologies, the article says.


“I’d like us to adopt better technology, so that advisers have one place to go for a complete customer view and can access all required data in one place,” notes one participant.


As demand for IT improvements increases among contact center professionals, call centers can leverage speech analytics technology to enhance agent performance and improve the overall customer experience.


© Rich


Originally posted here:

customer-engagement-analytics-400x250.jpgThink about a memorable experience you’ve recently had with a company.  What, in particular, stood out to you?  Maybe you had an issue with the company’s product or service offering and had your concern addressed by the organization in a prompt and efficient manner.  Maybe the customer service representative you spoke to over the phone (or emailed or interacted with on social media, etc.) made the experience so noteworthy that you rushed out to tell all of your family and friends about it.


Let’s get real: These rose-colored scenarios don’t always end up being the case.  Research, in fact, shows the majority of organizations fail to prioritize the customer experience.  Seventy-four percent of contact center leaders surveyed by ICMI admit to preventing their front line from providing the best possible customer service, and 42% do not investigate the root cause of repeat customer contacts.


So what are some ways companies can optimize customer interactions throughout the enterprise and provide customers with exceptional experiences? Let’s take a look at customer engagement analytics and explore the ways in which it can improve the customer experience:


Drive Cross-Channel Customer Engagement

Today’s customers are everywhere – social media, mobile, email, live chat, phone, etc. – and they expect to be able to reach companies anywhere, at any time, and on the channels they prefer to use.


What this means for contact centers is there’s an imperative to develop a presence across various communications channels.  It’s more important than ever for organizations to develop multi-channel customer support strategies that will allow them to communicate with customers via their preferred channels.


Proactive companies looking to remain competitive in this multi-channel world will find ways to leverage analytics to drive cross-channel customer engagement.  “[Such] platforms aim to understand the complete voice of the customer, incorporating social media analytics, survey tools, and centralized reporting where businesses can view interactions across all channels in one place,” according to an Ovum white paper.


Derive Insights from Root Call Analysis

With the proliferation of digital communications channels comes the opportunity for contact centers to capture and leverage new sources of insights to influence the customer experience.


The question then becomes: How can these organizations effectively use such insights?


In addition to considering the questions and concerns customers are expressing via various communications channels, contact centers must also factor in the reasoning behind the questions.  Customer engagement analytics might, for example, uncover the reasons customer calls are being bounced from agent to agent (escalation attempts, insufficient agent training, etc.).


Such root-call analysis can then allow companies to categorize each type of call, leading to agent training opportunities and, as a result, improved customer experiences.


Understand the Customer Journey

When all is said and done, the customer experience comes down to not multiple, disparate points of interaction but the collection of those interactions overall.  In other words, companies must be able to understand the customer journey, regardless of the communications channel used, and seamlessly integrate those interactions into a complete picture.


By aggregating customer interactions, transactions, feedback, and agent data, customer engagement analytics works to provide an end-to-end picture of the customer journey.  Armed with these actionable insights, contact centers can both engage customers and provide an improved experience overall.


Final Thoughts

Today’s multi-channel digital world demands that companies take a proactive approach to engaging customers across the channels they prefer to use.  It’s no longer just a best practice – it’s essential to remaining competitive in an increasingly customer-centric marketplace.


With customer engagement analytics in place, contact centers can better understand the customer journey, optimize customer interactions throughout the enterprise, and improve the customer experience overall.


How has your organization leveraged customer engagement analytics?




Originally posted here:

dissatisfied-customer-service-400x250.jpgAccording to a recent research study from eGain and Forrester Consulting, 65% of consumers view omnichannel customer service as either “about the same” or worse” compared to a year ago.


Other findings show that customers rate the following channels as stagnant or worse: contact center customer service (68%), IVR self-service (67%), web self-service (63%), and agent-assisted online customer service (61%).


An additional study put together by Accenture shows that 64% of customers changed their business to another provider due to poor customer service in 2014. This trend has created a “switching economy” estimated at $6.2 trillion across 17 key markets (a 26% expansion over 2010), says a Customer Think article on the research.


The study also shows there were only 11% of customers who felt strongly that companies were efficiently converging digital, mobile, social, and traditional channels.


“Today’s consumers use many communication channels and touchpoints to request customer service. In addition, channel and touchpoint preferences change rapidly as new devices and modes of communication gain favor,” says Forrester’s Ian Jobs in the article. “[Organizations need to] make sure to build a well-integrated multichannel architecture, backed by a solid foundation of knowledge management, to support these consumer demands.”


To optimize customer engagement across channels, companies can use omnichannel analytics to score every conversation or interaction agents have with customers – whether through recorded phone conversations, email, chat, social channels, or surveys.




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