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Callminer Blog

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The latest industry trends and insights from our CallMiner thought leaders to help you get the most out of conversation analytics and improve your business.

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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 and business performance improvement.

Our Newsletter

Industry insights delivered monthly.

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.

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.

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.

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.

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...

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...

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...

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.

What is eDiscovery?

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

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.

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.

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...

What is Customer Value?

This article helps define customer value, its importance within any growing organization and how to enhance the value it offers those it serves.

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.

Machine Learning Algorithms: A Tour of ML Algorithms & Applications

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

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.

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 Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.

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.

25 Surefire Ways to Improve Customer Satisfaction

What are some ways companies can drive customer satisfaction in today’s consumer-centric landscape? Here’s our curated list of 25 tactics.

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 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 US CallMiner Churn Index Infographic

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

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.

25 Conflict Resolution Strategies for Customer Service

Read this article to learn some of the best conflict resolution strategies for contact center agents can implement.

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 You Need to Be Doing Right Now

What are some call center best practices for retaining top talent and improving the customer experience? Take a look in CallMiner’s latest blog post.

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...

Business Process Outsourcing Tips & Resources

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

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.

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

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

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.

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.

What is Sentiment Analysis? Tools, Best Practices & More

Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.

Call Center Service Levels: Calculations, Metrics, & Industry Standards

The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

Top Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations, Trends, and Best Practices

The debt collection industry is changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under re...

What is Business Intelligence? Examples, Uses & More

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

Call Center Regulatory Compliance

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

Scheduling Software for Call Centers: Buying Tips & Best Practices

This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization.

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing for customer service managers.

LISTEN World Tour London Stop #1: An Impactful & Insightful Success!

Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success.

First Call Resolution Ideas

Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.

What is Robotic Process Automation (RPA)? Definition, Tips & Best Practices

Read how Robotic process automation works, our best practices for implementing RPA, and tips for overcoming common challenges faced during implementat...

9 Call Center Environment Best Practices

Here are 9 best practices you can implement right now in order to keep your call center environment both welcoming and productive.

Operational Challenges in the Call Center Industry

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

Voice of the Customer Tools and Best Practices

Here are the most effective tools and best practices you can incorporate into your company's use of Voice of the Customer tech and techniques.

5 Call Center Training Best Practices

Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand.

Call Center Floor Rules

To ensure your contact Center agents keep up their great work, take a look at these call center floor rules and guidelines.

Call Center Metrics Best Practices

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and mo...

What is CSAT? Definition, How to Measure CSAT & Tips

In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and ...

Consumer Empathy: 5 Tips for Deepening Customer Empathy

In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and ...

Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what man...

Call Center Statistics You Should Know

Here 25 interesting call center statistics that may prove helpful in deciding whether the use of one for your own business's strategy is appropriate.

What is Employee Experience? Definition & Best Practices

There is no single perfect approach to improving the employee experience. Here are some best practices for creating an ideal experience within your co...

Examples of Customer Engagement Strategies & Tips from the Pros

Here are 25 valuable strategies and expert tips for improving customer engagement - the totality of interactions between your company and its clientel...

Sentiment Analysis Tools Buying Guide

Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the proc...

Contact Centre Predictions for 2020

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

7 Important Call Center Skills Every Agent Should Have

Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should posses...

25 Employee Satisfaction Survey Questions You Need to Ask

This article identifies 25 questions you should be asking your employees in your surveys for better results and insight into the minds of your team me...

Call Center Metrics: Examples, Tips & Best Practices

These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.

What is the CFPB Arbitration Rule? Definition & Best Practices

An understanding of the CFPB arbitration rule illuminates some of the struggles between organizations and consumers. Learn more about its implementati...

LISTEN 2019 is “in the Books”

This year’s annual LISTEN user conference was the largest yet with 413 attending the event! It's hard to believe it's "in the books!" Here's our wrap ...

VOE Definition: What is a Verification of Employment (VOE)?

Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Empl...

Data Mining Tools Buying Guide: Expert Tips for Choosing the Best Data Mining Tools

To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web.

The 3 Deadly Sins of Gamifying in the Contact Centre

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

Learning how to optimize your own surveys can help your business capture key information from customers consistently.

What is Call Center Outsourcing?

Call Center Outsourcing allows a business to offer its customers services it otherwise would not be financially well-positioned enough to offer.

How to Choose the Best Data Visualization Tools

Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose ...

What is Customer Effort Score?

Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuri...

Reduce Employee & Customer Churn with Actionable Engagement Insights

It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer chur...

Women in Analytics Networking Event: A LISTEN 2019 Production

Speech analytics is a complex industry, but our women employees make it look easy. Don’t miss the opportunity to meet and network at LISTEN 2019.

Only at LISTEN: An AI Perspective from Outside the Cave

At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate ...

25 Tips & Best Practices for Identifying the Best Call Center Services

These expert tips and best practices will help you choose the best outsourced call center services for your company’s needs.

CallMiner Infographic: What The %!#* Is Going On

Use of profanity by customers in the contact center is on the rise and that’s bad for business.