Contact Center Operations

CallMiner’s conversation intelligence software can help reduce average handle time, improve first contact resolution, enhance operational efficiency and more.

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Managing product experience lifecycle in contact centers

The product experience lifecycle helps map the customer journey and understand customers’ thoughts. This blog explores how contact center interactions...

Techniques & best practices for effective call summarization

Effective call summarization can make a positive difference in contact center productivity and customer service. Read this blog to learn what call sum...

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

5 examples of AI in the contact center

Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 ex...

Your complete guide to customer journey analytics

Customer journey analytics provides insight into how customers interact with brands across multiple touchpoints. Read this blog to learn why customer ...

21 effective conflict management strategies in the contact center

Conflict management is a critical skill in any high-pressure environment, and contact centers are no exception. Read this blog for top tips and effect...

5 strategies for improving CSAT in contact centers

Read this blog to learn about the importance of CSAT scores and five proven strategies for improving customer satisfaction in the contact center.

Improving patient experience with contact center excellence

Delivering exceptional patient care is as important as ever in today’s healthcare landscape. Explore challenges & opportunities in how healthcare cont...

Call center technology trends & best practices for 2025

The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 cal...

Using AI to improve customer experience

One of AI's most prominent uses is in customer service, handling tasks like training agents, summarizing customer interactions, and more. Read this bl...

CallMiner Product Innovation Series: Q4 2024

CallMiner's, Bruce McMahon, shares key product updates from Q4 2024. New AI capabilities, including CallMiner AI Assist, add to the long list of AI ad...

10 ways to transform your enterprise with conversation intelligence

Conversation intelligence unlocks the hidden value within contact centers, transforming them from cost centers to essential drivers of business growth...

The evolving role of customer service representatives in today’s modern contact center

Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools...

How AI is reshaping the BPO business model

For the BPO industry, there’s a seismic shift underway. Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic val...

CallMiner’s 2024 CX Landscape Report highlights AI’s shift from hype to strategic execution

CallMiner's 2024 CX Landscape Report makes one thing clear — organizations are becoming more intentional and strategic about their use of AI to drive ...

19 CX management strategies and innovations in the contact center

The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today'...

Top tips for evaluating call center training software options

Learn how the call center has been modernized with call center training software that monitors agent performance, provides continuous data insights, a...

7 success strategies for outbound call center excellence

Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritizat...

How AI analytics can improve call center performance

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conv...

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CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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