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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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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Top Marketing Analytics Presentations

Marketing analytics involves measuring, managing, and analyzing marketing performance data to make it as effective as possible and optimize return on investment (ROI). Marketers also use analytics to gain insights into customer behavior, preferences, and trends. For all of the benefits of using marketing analytics, many companies and senior marketing executives continue to struggle with […]

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Using Speech Analytics to Identify Vulnerable Customers

By: Mark Lockyer, CallMiner Sales Director UK & EMEA Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical and mental health issues, disability, challenging social circumstances and old age. Companies in both sectors collect data to help identify and support these customers, […]

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Marketing Data Analysis Tips: 51 Marketing Data Analysis Tips and Tricks, Analysis Techniques, and More

Marketers for companies of all sizes rely on marketing data analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportunities and potential new audiences, and much more. But marketing data analysis can easily be overwhelming, and not only because of the massive volume of data that most companies have to […]

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The Most Important Algorithms for Marketing Data Analysts to Understand

Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day (Facebook, Google, etc.). To marketers, though, they matter a great deal, playing the deciding role in how visible a brand’s content is to the target audience, how relevant the products recommended are to a […]

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What are Database Marketing Metrics?

Definition of Database Marketing Database marketing refers to the use of a database of contacts, customers, or calling lists that are leveraged for marketing or business purposes. Maintaining a database of contacts enables contact centers to add and remove calling list records, eliminate duplicate contacts, create unique identifiers for contacts to ensure accuracy and consistency, […]

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What is Deep Learning & Marketing Technology? Definition, How It Works, Best Practices, and Benefits of Deep Learning & Marketing Technology

Definition of Deep Learning & Marketing Technology Deep learning refers to the algorithm-based machine learning techniques that are used to process data. The inspiration for deep learning comes from the human brain which is comprised of neural networks. Deep learning technology uses multiple layers – just like the neural networks in our brain – between […]

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Top Marketing and Analytics Podcasts: 50 Informative, Entertaining Podcasts on Marketing and Analytics from the Most Influential Podcasters and Industry Experts

Podcasts have made a splash in the online world, and millions of downloads are made every week. In fact, many consider podcasts to be an essential educational resource for personal and professional development, making it easy to get productive use out of the time you spend in the car or on the train for the […]

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The Top 50 Marketing Analytics & Data Analysis Certifications & Courses

The volume of data that companies deal with today is absolutely huge. In fact, more data has been created in the past two years than in the entire history of the human race. However, only about 0.5% of that data is ever analyzed. Big Data represents a major opportunity for companies to turn all this […]

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What is Business Intelligence? How it Works, Best Practices, Tips, and More

Definition of Business Intelligence Business intelligence is an umbrella term that refers to the tools, processes, and infrastructure used by companies to identify, analyze, and access key business information. Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store. Business intelligence tools and systems are […]

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How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

Everyone’s talking about Big Data and the power it holds to transform marketing initiatives from making random guesses and hoping something sticks to strategically refining and focusing marketing strategies with laser precision. But Big Data alone doesn’t magically transform your results; true transformation lies in how you leverage data to your advantage. For many marketers, […]

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