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Improving customer engagement in a challenging economic climate

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Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic change has impacted customer engagement

Four key conversation intelligence use cases in the mortgage industry

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In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more

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CallMiner Product Innovation Series: December 2022

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CallMiner's VP of Product Innovation, Bruce McMahon, shares highlights from the 2022.12 release in his latest product innovation blog

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Top call center metrics your organization should care about

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Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Can technology help organisations meet the recent FCA Consumer Duty requirements?

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With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers

The H.U.M.A.N.E approach to CX: Six steps for improving customer interactions with AI

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As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach

101 statistics on patient experience, satisfaction, billing and more

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In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more

30 business leaders share tips for building customer loyalty

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Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty

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25 customer satisfaction survey questions and examples

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Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

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Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti

What is text analytics and how does it work?

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Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used

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

Tips & strategies to improve frontline agent experience

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Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including effective onboarding, ongoing training and more

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

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

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

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

25 customer retention strategies to improve CX and reduce churn

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A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

Detecting customer emotions with CallMiner

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Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner platform is one of the leaders in the space

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

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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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

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Seven CX solutions: tips and best practices for improving CX in the contact center

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Read this blog for seven tips and best practices for improving CX in the contact center

CallMiner to highlight new Experience Management capabilities and solutions at LISTEN 2022

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Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience

Five ways to improve customer satisfaction in the digital age

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Optimizing customer experience in the digital age requires a process of continuous improvement. Read on to learn more about making the most of your CX strategy

27 experts and business leaders share tips for reducing product recalls

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Product recalls can have a dramatic impact on both a business's reputation and bottom-line. Read on to hear advice from industry experts on how to reduce product recalls

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

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

Customer experience + employee experience = ROI

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Our recent webinar with Kate Leggett, VP Principal Analyst at Forrester, dove into the impact of customer and employee experience on businesses’ bottom lines. Read on for a summary of the discussion

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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6 best practices for omnichannel customer engagement

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Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omnichannel customer engagement

Authentic eLearning Localization: Challenges and Best Practices

Speaker: Chris Paxton McMillin, President of D3 Training Solutions

People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!

How to capitalize on customer feedback with conversation intelligence

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It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism

Tailor customer experiences with artificial intelligence

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Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporating this technology into your contact center

10 tips for combining the ‘human’ and ‘technology’ elements of your quality monitoring process

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Read on for our list of tips to automate your quality monitoring process

Benefits & best practices for adopting conversation intelligence

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Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practices for adopting this innovative technology

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.