What is Call Center Outsourcing?

Presenting your customers with a functional resource that they can turn to if they encounter any difficulties in using your products or services is no small feat. Often enough, providing such a service requires a significant investment in personnel, training, and maintenance, not to mention ongoing management and the software needed to support the process. […]

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Key Takeaways From Our First UK Customer Analysts Forum

CallMiner’s first UK Customer Analysts Forum uncovered some brilliant ways for speech analytics to deliver a great return on investment. The day consisted of five workshops that afforded analysts within our user community the opportunity to share some of their thoughts, successes and challenges with the application of speech analytics. Among the many learnings shared, […]

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Call Center Software: How to Choose the Best Software (Tips & Best Practices)

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat. […]

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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail […]

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Join Us This Summer for WebinarStock!

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! We are […]

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The Do’s and Don’ts of Customer Engagement Analytics from CCW

Speech analytics has come a long way since its introduction. No longer is it constrained to the walls of traditional quality assurance. Earlier this year, I sat down with Brian Cantor of Customer Contact Week, Marvie Wright of Qualfon and Chad Schott of HomeAdvisor to discuss how, when used correctly, your speech analytics strategy can […]

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CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach. In 2012, CallMiner lead the way in the industry with the first version of a genuine automated performance feedback portal for contact centre […]

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CX Analytics Summit London Was a Jolly Good Time

Last month we held our CX Analytics Summit in London to great success. This was the first time this event was held in the UK and we were excited to share with both clients, partners and prospects the latest products and solutions. The event featured speakers from CallMiner experts and customers Cabot and DLG who […]

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How Trends Are Changing With Unified Communications

Unified telecommunications (UC) is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, by placing them in a cohesive and streamlined environment. Rather than having to switch between tools for video conferencing and instant messaging, you can access everything you need on the same intuitive […]

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CallMiner Announces 2 New Products: Capture and Visualize

We are excited to announce two new additions to our Eureka platform: Visualize and Capture. Visualize, powered by leading business intelligence platform Tableau®, brings your speech analytics data story to life through actionable, easily digestible insights displayed in a user-friendly dashboard. Capture acquires high-fidelity audio in real-time providing a foundation for faster, secure, and more […]

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See CallMiner At Enterprise Connect 2019!

The CallMiner’s event calendar is jammed packed over the next three months as we crisscross the country sharing our company mission that feedback is a gift to organizations of all industries and sizes! Next on our tour of creating better customer experiences through engagement analytics is Enterprise Connect March 18th thru the 20th at the […]

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The Call Center Can Be a Thin Line Between Love and Hate

I was prompted by a BBC.com articled entitled ‘Which banks do customers love or hate?’ to think about the impact of a call center on the emotional divide the article highlights. The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference […]

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Customer Contact Week Winter: See You All in Nashville!

We are all pretty excited about CallMiner’s participation at Customer Contact Week Winter, in Nashville January 15 – 18, 2019.  This is the 20th year of CCW events which hosts contact center and customer executives for workshops, keynotes, educational sessions and expo. You can see all smiles from me and Lauretta meeting Shark Tank expert Daymond John […]

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3 Voice and Text Analytics Questions Answered from ROI Webinar

Of all the trending acronyms that come and go in our industry, ROI (return on investment) is one that never goes out of style. In our recent webinar How to Get the ROI from Your Contact Center with Engagement Analytics, Praxidia’s EVP of Professional Services & Service Line Head for Speech & Text Analytics Steve […]

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ICYMI: CallMiner Top 10 Stories of 2018

CallMiner had some amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year! You can keep up with all the latest news by subscribing to the blog or follow us on LinkedIn, Twitter and Facebook. CallMiner Achieves Another Record Net Promoter Score® (NPS) of […]

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Congratulations to the 2018 LISTEN Awards Winners

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.  The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and […]

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Stop Avoidable Customer Churn With Great Agent Behavior

If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear keen to move on to their next meeting rather than listen to you, then you’re […]

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CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction and Alerting

At last week’s LISTEN customer conference, we announced how Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call as it is occurring, or alerting management of critical risk or customer experience issues. “Real-time alerting is a crucial tool for […]

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Cabot and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards

We are excited to announce that last week CallMiner and Cabot Credit Management  (Cabot)  won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018 presented by Credit, Collections and Risk Magazine in London. The Credit Excellence Awards recognize organizations that work in a way that is likely to inspire others in the […]

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

From essentials like average handle time to broader metrics such as call center service levels, there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s […]

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