Data Analytics Tools Buying Guide: Tips & Best Practices for Identifying the Best Data Analytics Tools

In today’s data-driven world, data analytics tools are more important than ever. Enabling businesses to analyze raw data from multiple data sources, identify correlations and trends, and even make predictions about the future, data is a key driver of strategic decision-making for companies of all sizes. Data analytics tools are more accessible today, as well, […]

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What is Data Mining? Definition, Techniques, Tools and Tips from Experts

Data mining is the process of collecting, assimilating and utilizing information for anomalies and/or benefits. The data is typically collected from large databases and processed to determine patterns and other correlations. These patterns can be statistical; an example is that the unemployment rate can be derived and predicted using data mining. Correlations can also be […]

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

Business intelligence (BI) is a collection of tools and strategies that analyze and convert raw data into actionable and coherent information for use in business analysis to help in decision making. Every business has powerful transaction-oriented systems that store all data gathered from daily operations into repositories. To remain competitive, businesses must rediscover and utilize […]

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Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered!

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights. If you missed any of the webinars, we are replaying them all during our Webinarstock virtual […]

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Find Out Why Customers Engage Through the Science of Conversation

Call center agents interact with more customers daily than any other department of your company – and these conversations tend to be what makes or breaks the customer’s perception of the brand. That’s why it’s crucial to plan for every type of problem that a contact center agent could encounter, and that begins with not […]

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Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

Analytics has been changing the bottom line for businesses for quite some time. Now that more companies are mastering their use of analytics, they are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more. That’s why companies are looking to implement machine learning (ML) […]

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3 Potential Pitfalls of DIY Speech Analytics

More and more organizations are looking to build in-house data science or AI teams to use emerging technology and techniques to harness the power of their data.  With the growth of these internal data science teams, many companies are looking to gain greater control of all aspects their data programs to be more nimble and […]

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Ask the Expert: 6 Questions About AI in the Contact Center

In the latest edition of the Inner Circle’s Guide to AI, Chatbots & Machine Learning CallMiner’s VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial intelligence (AI) in the contact center. Check out our AI experts thoughts on these 6 […]

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Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

We are well within the “Age of the Customer”.  The first step toward competing successfully in this era is capturing the voice of the customer. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings. Unfortunately, call recording wasn’t designed for the purpose […]

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Hear from the Experts How AI Drives Better Customer Experiences  

Artificial intelligence (AI) is a trending topic in the communications sector. Businesses often assume they don’t have the financial resources to utilize AI and machine learning in-house.  In our webinar with Xprime.ia and Encore Capital Group, we reviewed the importance of artificial intelligence and machine learning and how companies have more capability than they think […]

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30 Marketing Pros & Data Analysts Reveal How Marketing Data Analysts Can Better Impact Marketing ROI

More companies are turning to marketing data analysis to gain better insights on their customers, deliver the right messages at the right time, and increase revenue through better marketing ROI. Marketing data analysts are tasked with making sense of raw data and gleaning actionable insights from a variety of tools and resources, from customer engagement […]

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What the Hack? Join us for our Hackathon!

For those of you who are not aware, I am on the research team here at CallMiner.  In research, we like to learn and try stuff.  If you are lucky enough to be a research scientist, then you know what I’m going to talking about.  If not, then let me share what we do, and […]

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5 Benefits of Collecting Metrics to Identify Common Contact Reasons

No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. Collecting this valuable speech and text data or over all interaction data is […]

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The Role of AI in Customer Experience [Infographic]

It seems like everyone is talking about artificial intelligence (AI) and how it is effecting our lives at home, at work, as well as how we communicate, shop and consume media. And AI is changing the customer experience!  Along with speech analytics, it has the capability to not only process data, but predict insights and […]

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Interaction Analytics Can Help Turn Your Call Centre Into A Predictions Centre

Technology developments move so quickly that it’s easy to miss out on improvements that could make a real difference to business performance. Artificial Intelligence (AI) and Machine Learning (ML) probably fall into this category. The recent CallMiner and IPI Contact Centre Performance Summit highlighted that contact centres could be missing out on these valuable uses […]

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Welcome To AI For Better Customer Engagement

Welcome to AI. Let me introduce myself: My name is Rick, and I’m the new VP of Artificial Intelligence or AI here at CallMiner. Now that is out of the way, what the heck is AI. Actually, I’m not sure I can accurately answer that question, basically because in its current form it’s been around […]

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16 Examples of Artificial Intelligence Across 6 Industries

Artificial intelligence (AI) is about to transform every segment of our economy by bringing human intelligence into computing and allowing machines to learn from experience and make human-like decisions. AI helps businesses automate routine tasks, better understand their customers by analyzing their behavior, reduce operational costs, and personalize experiences. After discussing the overall benefits and […]

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Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

Many call centers utilize speech analytics solutions because it helps streamline their overall operations and better track agent performance. When you decide to invest in a solution, you trust that your data will be kept safe from hackers and cybercriminals. In most cases, you don’t think about what will happen if you choose to switch […]

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A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester. Other channels are gaining ground, however, with digital channels, such as chat and email, and web-based self-service becoming increasingly utilized by consumers. Graphic via Sharpen New technologies are […]

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What is Artificial Intelligence (AI)? A Definition of Artificial Intelligence, Challenges and Benefits of AI, and More

A Definition of Artificial Intelligence (AI) Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans. Computers with these advanced technologies are trained to complete human-like tasks by processing data and recognizing the patterns within it. In 1955, the term “artificial intelligence” was […]

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