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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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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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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 of the best sales books to hone your skills in 2022

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Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books that can help you refine your craft in 2022

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AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Here are the most common types of customer satisfaction

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There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand

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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

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

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

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

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Here's why patient satisfaction is so important

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Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences

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.

What is sales conversation analytics?

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This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates

What is patient experience and why it matters?

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Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

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!

Best practices for B2B and enterprise sales reps

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Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how

Tips for improving call center productivity

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If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective

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.

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

Remote Agents and Digital Transformation

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.

25 tips for optimizing your contact center's QA practices

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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

International Contact Centre Operations Tips & Best Practices

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Learn how international contact centres can approach agent management optimisation, procedural improvements and more

Buyers Guide: How to choose the best customer service software

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Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business

What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)

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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

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

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See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization

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 […].

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

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Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience

25 Experts Reveal How Companies Can Use Omnichannel Technology to Improve Customer Service

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Read this article to learn how omnichannel technology can enhance customer service

Research Study: Customer Perceptions of the Community Experience

We surveyed more than 600 consumers about their perceptions of the community experience. Our aim? To reveal how community can impact business-focused objectives. Get your free copy of this research report today to find out how customer expectations can be addressed and how it can affect your brand’s bottom line.

The State of Remote Workforce Compliance

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Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce

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25 ways to improve call center efficiency

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Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

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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.

Introduction to Responsible AI: The CallMiner Research Lab Responsible AI Framework

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The CallMiner Research Lab Responsible AI Framework outlines definitions and concerns, as well as some of the driving questions, leading to deeper considerations about our tools, models, and datasets

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The Ultimate Guide to CX QA Scorecards

Scorecards are the foundation of your QA program––and understanding your customer experience. Whether you're building one from scratch or rethinking your existing scorecards, this guide is here to provide insights into everything you need to know.

The Fusing of AI & Automation with Human Judgment in Call Center Success

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The Fusing of AI & Automation with Human Judgment in Call Center Success

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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

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

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Here are the top mistakes made by call center agents that frustrate customers and impact customer experience

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.

Community Predictions 2022

We sat down with 22 experts to discover what's coming for community in 2022. Together, we worked out ten key takeaways for the coming year. If you run a community, are part of a community, or are debating whether or not to launch one, this eBook is for you.