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How can artificial intelligence help shape the future of collections?

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AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST

29 leaders share the best ways to increase customer lifetime value

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We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices

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5 ways to be a better ally in contact centers

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Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog

4 ways to create a better customer experience

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Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your customer experience today

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

4 eras of AI innovation in conversation intelligence

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Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies

What is customer journey analytics?

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Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey

What are omnichannel contact center solutions?

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It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions

And the winners are…congratulations to our LISTEN 2021 Award recipients!

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We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients

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Congratulations to our 2022 LISTEN UK Award winners!

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After two years, we were back in person at the end of May for our fourth LISTEN UK user conference! Read this blog to learn more about the 2022 LISTEN Award winners and their achievements

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

CallMiner State of the Business: Reflecting on an impactful H2 2021

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CallMiner has made strong progress in helping organizations drive business performance improvement with conversation analytics. Read more from CallMiner CEO, Paul Bernard, on recent company momentum

25 quotes on customer experience from CX professionals

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Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professionals who are driving value for their organizations

Tips for improving customer satisfaction (CSAT)

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Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process

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Technical basics series: The singular value decomposition (SVD) 101

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Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications

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The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

What is a conversation intelligence platform?

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Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog

CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics

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Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report

Tips & strategies for improving customer experience

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Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience

25 Call Center Technology Trends to Watch in 2021

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Read this blog to learn about the 25 top trends for 2021 in call center technology

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

What is continuous business performance improvement?

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Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organizational goals. Read more in this blog

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Understanding and driving omnichannel customer experience

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Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy. Our latest blog explores how to do that

What is customer experience management and why it matters

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Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools needed to consistently improve CX at scale. Read more

25 Call Center Technology Trends to Watch in 2021

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Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space.

Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.

Accelerating the value of customer interactions: Introducing the new CallMiner

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Read about CallMiner's new brand identity. The new brand is a natural evolution as CallMiner continues to grow as the leader in conversation analytics and business performance improvement

What is Contact Center as a Service (CCaaS)?

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Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment. Read this blog to learn the benefits of CCaaS

Congratulations to our LISTEN UK 2021 Award winners!

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During the CallMiner LISTEN UK 2021 Virtual Series, we had the honor of announcing the LISTEN UK 2021 Award winners. Read more about the successes of African Bank, British Gas and Hoist Finance UK

How to improve service level in your call center

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Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more

Developing Valuable Community-Based Advocacy Programs

Speaker: Bill Johnston, Community Innovation Officer at Structure3C

Acts of advocacy can be some of the most effective and authentic ways to market products and develop brand equity. Join Bill Johnston to learn how to develop a community-based advocacy program in this free webinar.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

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Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. The problems that plague the […].

Technical basics series: Bayesian inference 101

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All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it down in this new blog

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What is customer lifetime value? (1)

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Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used and how to make the most of this valuable metric

What is customer lifetime value?

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Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used and how to make the most of this valuable metric

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

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More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises.

25 tips for setting B2B sales goals

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Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals

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20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

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Learn how call centers can more effectively identify, address and manage customer vulnerability

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

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From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.