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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BPO vs. KPO Call Centers: Which Is Best For Your Call Center?

If you’re considering an outsourced call center, you might be wondering whether a BPO or KPO call center is best for your organization. In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two. BPO and KPO are two types of outsourcing that companies often employ, particularly when […]

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SiriusXM CallMiner Success Story Podcast Highlights from CCW

CallMiner recently participated in Customer Contact Week, an event dedicated to exploring best practices in the call center training, technologies, and priorities. During the event, we conducted CCW’s highest attended workshop titled on “Interaction Analytics Simplified” featuring Emily Deragon of SiriusXM, we conducted a number of in-booth presentations, and hosted our now famous Moscow Mule […]

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5 Benefits Of An API Integration In Your Contact Center  

Business needs are constantly evolving, forcing many contact centers to review their interaction analytics resources to determine if they are acquiring the insight needed to optimize performance.  When it’s time to embark on the journey to implement new technology in your contact center to address a changing environment, there are many questions you, and your […]

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See You At Customer Contact Week For Discussions, Demos, and Copper Mules

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow […]

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What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center. A Definition of Hosted Call Center Software When software is hosted, it […]

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Do you know how to turn your contact centre from a cost to profit centre?

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business. They also often fail to measure the ROI against the most important KPIs […]

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Contact Center Customer Experience Best Practices

Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. As a CX leader, you also need to know which technologies will help you achieve your core […]

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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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