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CallMiner Research Lab

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)

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

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 ...

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

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...

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

Choosing the right outsourced call center can be hard. Read these expert tips and best practices on how to find the best call center services for your...

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.

Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

To get maximum value from your data, leveraging the right data analytics tools is a must.

Anatomy of a successful call center agent: 25 tips & characteristics

Some of the most successful call center representatives share some important and valuable characteristics to look for when hiring call center talent.

Data Mining: Definition, Techniques, Tools & Tips

Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know.

Business Intelligence Software: How to Choose the Best Software

Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions.

What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit y...

5 Standards of Excellent Customer Listening

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

What is NPS? Definition, Techniques, Tools and Tips from Experts

Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.

What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

Business Intelligence (BI) uses data analytics techniques and business intelligence tools to uncover actionable insights. Learn how to leverage BI sol...

Want to Improve the Patient Experience? Stop Sending Bad Surveys

When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is r...

Partnership News: DataRobot and CallMiner to Accelerate AI Capabilities

CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.

The Can’t-Miss Workshops, Exchanges and Activities for LISTEN 2019

CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence.

Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data

Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with...

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CallMiner

CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.

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