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25 conflict resolution strategies for customer service

Learn some of the best conflict resolution strategies for customer service agents that can help improve customer experience in your call center.

25 surefire ways to improve customer satisfaction

Discover our curated list of strategies and examples for improving customer satisfaction and customer experience in your call center.

Research Lab

Our AI and research experts give you an inside look at our platform

Learn the latest from our team of researchers and data scientists as they break new ground in the area of conversation analytics

Examples of customer engagement strategies & tips from the pros

Improving your customer engagement process is vital for improving customer experience in your call center. Read 26 tips from customer engagement strat...

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 ...

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?

Learn how you can harness interaction analytics to empower your call center agents with the information they need to support and retain vulnerable cus...

7 Important Call Center Skills Every Agent Should Have

Call center representatives must go above and beyond customer expectations to ensure satisfaction. Learn what call center skills are crucial for a gre...

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

Call center management involves more than just scheduling agents. Proper call center training and hiring practices are crucial for an effective contac...

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.

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.

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...

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.

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CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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