Expert insights. Personalized for you.
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 MORE
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices MORE
215 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 MORE
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. MORE
Sales leaders need to evolve with technology. Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics MORE
Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation MORE
182 
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. MORE
As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service MORE
182 
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. MORE
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. MORE
We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results MORE
182 Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center MORE
CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape MORE
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more MORE
Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and expectations MORE
182 
Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias MORE
284 
See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they serve MORE
307 
Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction MORE
182 
Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce MORE
291 
Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify vulnerable customers and assess affordability MORE
182 
Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience MORE
307 
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service MORE
182 
The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation MORE
182 
Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2 MORE
Here are the top mistakes made by call center agents that frustrate customers and impact customer experience MORE
Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience MORE
Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. MORE
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 […]. MORE
Learn how international contact centres can approach agent management optimisation, procedural improvements and more MORE
Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more MORE
See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization MORE
283 
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor MORE
Learn how call centers can more effectively identify, address and manage customer vulnerability MORE
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 MORE
Callminer
SEPTEMBER 1, 2021
CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape
Callminer
SEPTEMBER 21, 2021
Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
JUNE 27, 2021
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
Callminer
JUNE 2, 2021
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
Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva
In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!
Callminer
SEPTEMBER 19, 2021
Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more
Callminer
MAY 10, 2021
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
Callminer
SEPTEMBER 15, 2021
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more
Callminer
SEPTEMBER 13, 2021
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service
Callminer
FEBRUARY 23, 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space.
Callminer
SEPTEMBER 8, 2021
Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify vulnerable customers and assess affordability
Advertisement
Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
Callminer
SEPTEMBER 6, 2021
Sales leaders need to evolve with technology. Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics
Callminer
FEBRUARY 4, 2021
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.
Callminer
FEBRUARY 3, 2021
Learn how call centers can more effectively identify, address and manage customer vulnerability
Callminer
AUGUST 30, 2021
We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results
Callminer
JANUARY 17, 2021
Learn how international contact centres can approach agent management optimisation, procedural improvements and more
Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo
What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.
Callminer
JANUARY 26, 2021
See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization
Callminer
DECEMBER 7, 2020
Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience
Callminer
NOVEMBER 24, 2020
Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce
Callminer
NOVEMBER 18, 2020
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers.
Speaker: Scott Baldwin of ProductBoard
Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!
Callminer
NOVEMBER 17, 2020
Here are the top mistakes made by call center agents that frustrate customers and impact customer experience
Callminer
NOVEMBER 9, 2020
Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever.
Callminer
NOVEMBER 16, 2020
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor
Callminer
SEPTEMBER 2, 2020
Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team
Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.
Callminer
SEPTEMBER 1, 2020
See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they serve
Callminer
AUGUST 11, 2021
The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation
Callminer
AUGUST 10, 2021
Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation
Callminer
JUNE 9, 2021
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices
Advertisement
Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.
Callminer
SEPTEMBER 5, 2017
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 […].
Callminer
OCTOBER 6, 2020
Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2
Callminer
AUGUST 4, 2021
The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases
Callminer
AUGUST 2, 2021
Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and expectations
Speaker: Carrie Melissa Jones Founder, Gather Community Consulting
Time and again, organizations assume that community member research is duplicative, cumbersome, risky, or incapable of yielding meaningful results. They simply move ahead with their communities and “iterate” as they go. The results of not performing community member research? Mediocre, copycat brand communities that fail to deliver on employee or customer expectations. On August 12th at 12 pm EDT, Carrie Melissa Jones will be sharing the importance of undertaking research whether you are preparing to launch your community or are planning a strategic pivot, and how it can impact cross-organizational value.
Callminer
OCTOBER 11, 2018
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.
Callminer
OCTOBER 5, 2020
Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias
Callminer
JULY 28, 2021
Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center
Callminer
JULY 27, 2021
As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service
Advertiser: ZoomInfo
In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!
Let's personalize your content