Industry Insights Blog

Benefits & best practices for adopting conversation intelligence

Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practice...

CallMiner Product Innovation Series: September 2022

CallMiner's new Product Innovation Series showcases advancements made to the CallMiner platform. The 2022.09 release introduces new functionality acro...

CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount...

LISTEN is back! Join us in Miami, Oct. 31 – Nov. 2

CallMiner's annual LISTEN conference is back in person at Loews Miami Beach Hotel in Miami, October 31 through November 2. Register today for three da...

Research reveals customer experience as a top priority for call centres in South Africa

A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage perfor...

5 proven coaching strategies to improve contact center culture and productivity

Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strate...

Six best practices for omnichannel customer engagement

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

Components of a modern VoC program

Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer i...

Three best practices for effective call management

Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call managemen...

Technical basics series: PCA for "A/B" testing

Read this post from the CallMiner Research Lab to learn how to perform an "A/B" test and use PCA for ranking feature importance.

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

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

4 Voice of the Customer (VoC) methodologies to gain valuable insights

VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring o...

101 statistics on patient experience, satisfaction, billing and more

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

25 ways to earn customer loyalty

Organizations need to support customers and provide an exceptional omnichannel customer experience across every stage of their journey. This blog expl...

What is digital customer experience management?

CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experien...

How to hire work from home call center agents

In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tip...

25 conflict resolution strategies for customer service

Learn some of the best conflict resolution strategies for customer service agents that can be quickly and easily implemented.

25 surefire ways to improve customer satisfaction

Improving customer satisfaction is vital in the current customer-centric landscape. Read on to discover our curated list of 25 tactics to improve cust...

25 top sales methodologies and best practices

Read this post to learn tips and best practices for adopting an innovative sales methodology.

22 healthcare professionals share considerations for patient satisfaction surveys

Read this post to learn about improving patient satisfaction surveys and the overall patient experience.

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

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 w...

27 professionals share their favorite call center interview questions

Read this post to learn how to hire top-notch call center agents using the right interview questions.

25 customer satisfaction survey questions and examples

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

Tips and best practices for managing a remote call center

Read this post to learn tips and best practices for managing a remote call center.

29 leaders share the best ways to increase customer lifetime value

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 pract...

What are omnichannel contact center solutions?

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 co...

How can artificial intelligence help shape the future of collections?

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, will explore how at Credit Connects Online Collections Technol...

Congratulations to our 2022 LISTEN UK Award winners!

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...

25 quotes on customer experience from CX professionals

Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professional...

4 eras of AI innovation in conversation intelligence

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 com...

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

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

What is a conversation intelligence platform?

Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suit...

5 ways to be a better ally in contact centers

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 t...

4 ways to create a better customer experience

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...

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

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

What is continuous business performance improvement?

Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organi...

What is customer experience management and why it matters

Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools need...

Detecting customer emotions with CallMiner

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 pla...

What is Contact Center as a Service (CCaaS)?

Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment...

How to improve service level in your call center

Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you cu...

Technical basics series: Bayesian inference 101

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 d...

What is customer lifetime value?

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...

25 tips for setting B2B sales goals

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.

Do you need a call recorder or a recording engine?

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about ea...

4 steps to improving the patient journey

As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey...

Technical basics series: From Python to Haskell

Haskell is a big functional language. Instead of laying out the language systematically, the CallMiner Research Lab starts with the parts most similar...

Understanding post-call vs. real-time audio capture

Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how cus...

25 tips for more effective cold calling

Read this blog for tips on how organizations can improve how their contact center agents make cold calls.

6 healthcare call center best practices

Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call cen...

What is customer journey analytics?

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 ...

Top 3 departments that will be transformed by customer insights in 2022

Think customer feedback is just for the contact center? Think again. Customer insights can be leveraged across sales, CX and product teams. Read this ...

25 of the best sales books to hone your skills in 2022

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...

Here are the most common types of customer satisfaction

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.

Examples of customer engagement strategies & tips from the pros

Improving customer engagement is important, but the best options for your business might not necessarily be the ones that you suspect. Read 26 tips fr...

Here's why patient satisfaction is so important

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

What is sales conversation analytics?

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

Tips for improving customer satisfaction (CSAT)

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 custom...

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

We have made strong progress in helping organizations drive business performance improvement with conversation analytics. Learn more about us here.

What is patient experience and why it matters?

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

Best practices for B2B and enterprise sales reps

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 conversation...

Tips for improving call center productivity

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 efficie...

Buyers Guide: How to choose the best customer service software

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

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

CallMiner Research Lab Responsible AI Framework outlines definitions, concerns, as well as driving questions about our tools, models, and datasets.

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

We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. ...

How much AI is ‘real’ in CallMiner? All of it.

The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend o...

Omnichannel customer service: Tips for great experiences

Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important ...

Call center analytics software buying guide

Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover...

Understanding the different types of customer satisfaction

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are nu...

25 ways to improve call center efficiency

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

How to improve customer satisfaction (CSAT) and business performance

Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans.

25 tips to increase customer satisfaction

Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction.

Understanding the omnichannel customer journey

Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channe...

Nine call center initiatives to consider

Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center effici...

101 customer service stats you need to know

Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.

Can data help assess customer vulnerability and affordability? Yes. Here’s why

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...

Coaching sales interactions takes more than experience – it takes the right technology

Technology continues to evolve. Rick Britt shares why it’s time to start moving the needle using technology like sales conversation analytics.

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

CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navig...

23 experts share their favorite call center ideas

We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, p...

Introduction to Responsible AI: Unpacking the harms

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...

What makes business intelligence (BI) important?

Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools ca...

We used our own product for Sales Conversation Analytics

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.

Using customer journey mapping to improve CX

Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and...

Buying Guide: How to select the best call center management software

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best softwa...

Three tips for delivering great omnichannel customer service

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

Introduction to Responsible AI: Unpacking bias

Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpac...

What is conversational intelligence?

Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what ...

The importance of embracing business performance improvement (BPI)

Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. ...

Congratulations to our LISTEN UK 2021 Award winners!

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 ...

25 tips for optimizing your contact center's QA practices

Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip...

The ultimate guide to sentiment and emotion analysis

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights...

Understanding and driving omnichannel customer experience

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strate...

Forrester study highlights the value of customer intelligence

Discover why Forrester Consulting examined the latest trends in customer intelligence.

You’re not really sorry.

The CallMiner Research Lab uses AI to understand and improve conversations between a company and its customers. Here is what the data tells us about s...

What is conversation analytics?

Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this po...

Accelerating the value of customer interactions: Introducing the new CallMiner

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...

Can you legislate AI?

The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.

Technical basics series: A breakdown of Cython basics

Python already has the ability to call external C/C++ code from Python. Cython greatly simplifies that effort and gives your code a performance boost.

Introduction to Responsible AI

Models in today’s world have a real, tangible, and sometimes life-changing impact on the lives of real people, bringing to light an important new side...

What a category is and why it's important

In AI research, we focus a lot of energy on the concept of a category. This blog breaks down what a category is and how we are researching it.

Welcome to the CallMiner Research Lab blog: The cutting edge of innovation

Welcome to the CallMiner Research Lab blog! We are excited to share what we are working on and what we are thinking about.

How to improve the customer journey

It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your ...

AI + collections: How technology can help organizations adapt to change, fast

Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 ...

Tips & strategies for improving customer experience

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

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

Understanding and Leveraging Voice of the Customer

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

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

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

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

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

International Contact Centre Operations Tips & Best Practices

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

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

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

What is Customer Vulnerability?

Read this article to learn how to identify, support and retain vulnerable customers.

7 Important Call Center Skills Every Agent Should Have

Learn what call center skills make the most successful call center agent that is more than just soft skills.

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

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

The State of Remote Workforce Compliance

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

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

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

100 call center management tips: Insights & advice for hiring & training call center agents

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

25 Indicators of Fraud on Inbound Calls

Here are 25 indicators of fraud on inbound calls in call centers.

25 Examples of Contact Center Interactions & Judgments That AI Will Never Be Able to Make

This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.

The Reviews Are In! CallMiner Delivers Across Speech Analytics, Contact Center Ops and Quality of Support

Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2.

24 AI Professionals & Ethics Experts Reveal the Most Overlooked Obstacles for Companies When It Comes to AI Ethics/AI Bias (and How to Overcome Them)

Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias.

Outbound call center tips & best practices

To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

A panel of business analysts and call center leaders address what the optimal role of the business analyst is in call center operations.

What is Customer Feedback Management (CFM)?

See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisio...

The fusing of AI & automation with human judgment in call center success

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 se...

Gone Virtual: Recap of the CETX Conference

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a succ...

What Executives Need To Know About Contact Center Compliance

When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts...

What is eDiscovery?

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

Emotions List: A List of Emotions & How to Identify Them

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

24 Marketers, CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience

Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer exper...

Termination Letter Examples for Call Centers & Customer Service Pros

This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.

What is customer value?

Understand how to define what customer value is for your company, why it's important, and how to enhance its value.

5 Benefits Of An API Integration In Your Contact Center

Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamif...

10 Omnichannel Customer Service Best Practice Tips

Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.

What Are Customer Analytics?

Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.

What are QA metrics? Examples for call centers, aligning with your goals and best practices

Learn what quality assurance (QA) metrics are, and how your companycan better align with these performance metrics for the best results.

Exit Interview Questions for Call Center Employees

These employee experience questions may potentially enable you to discover important insights that can inform lasting improvements in your contact cen...

What is Text Analytics?

Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.

Machine learning algorithms: A tour of ML algorithms & applications

Learn more about machine learning algorithms and their current uses in a variety of industries.

Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

Call center scripts are essential for many customer service organizations to help ensure consistency in messaging and reduce errors.

What is average handle time? Challenges, examples, and best practices for improving AHT

Learn what average handle time (AHT) is, how it affects your customer satisfaction, and tips to reduce overall AHT.

21 Marketers, Analytics Pros & Business Leaders Reveal the Most Creative Uses of Predictive Analytics in the Call Center

We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center.

Call Center vs. Contact Center: What’s the Difference?

This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Here are some of the best metrics a call center can start with to inform growth strategies and track performance.

The Beginner’s Guide to Speech Analytics Technology

An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.

The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software

Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting ti...

2020 UK CallMiner Churn Index Infographic

This infographic shares the five stories behind the 2020 UK CallMiner Churn Index report.

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

A panel of management professionals addresses the best way for customer service / experience managers to handle a disgruntled employee.

2020 US CallMiner Churn Index Infographic

This infographic shares the four stories behind the 2020 US CallMiner Churn Index report.

Customer Journey Mapping: Templates, Examples & Tools

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

12 call center best practices

What are some call center best practices for retaining top talent and improving the customer experience? Take a look at what the experts at CallMiner ...

What is Voice of the Customer? Templates, Examples & More

This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that compri...

The Top 50 Marketing Analytics & Data Analysis Certifications & Courses

Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.

Business Process Outsourcing Tips & Resources

This article help round up best tips and resources on the Business Process Outsourcing (BPO) from 25 different experts.

What is the FDCPA Fair Debt Collection Practices Act? Definition,Tips,Best Practices,and Compliance Challenges of the FDCPA

Learn more about the Fair Deb Collections Practices Act (FDCPA) from definitions to tips and best practices.

Fair Debt Collection Practices Act: What You Need to Know

Here's everything you need to know about the Fair Debt Collection Practices Act (FDCPA) and what it means to both collectors and debtors.

Experts Weigh In: What’s the Best Way to Improve Your Call Quality Monitoring?

To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find ou...

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

Read these tips and best practices for remote contact center managers and agents as businesses move to work-from-home workforces.

Fraud Spreads as Does the Coronavirus: Steps to Take

Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.

The Two Words on Everyone’s Minds: Business Continuity

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

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