Customer Experience

Improve customer experience by analyzing 100% of customer conversations. Speech analytics and conversation analytics can help call center agents quickly identify customer emotions and react to improve customer satisfaction.

All CallMiner Research Lab

What is conversation intelligence?

Read this blog to better understand conversation intelligence, how it works, its benefits, and what to look for when selecting a conversation intellig...

How to use the customer retention rate formula

Read this blog to learn how to use the customer retention rate formula, common variations, and how you can put it to use in your organization.

CallMiner Product Innovation Series: March 2023

Bruce McMahon, CallMiner's VP of Product, shares updates from the 2023.03 release that continue to drive value for customers, including two new measur...

Everything you need to know about brand experience

How consumers feel about your brand has a powerful influence on the success of your business. This blog provides best practices and insights into driv...

Transitioning to automated QA in a conversation intelligence program

In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner suppo...

Four need-to-know CX trends for financial services firms in 2023

Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key ...

How technology can enhance customer communication and engagement

CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections ...

25 strategies to boost patient satisfaction and improve patient experience

As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention...

How to measure and prevent customer churn

Read this blog to understand why it’s important to measure customer attrition and take action to reduce and prevent customer churn.

What is omnichannel customer experience analytics, and how should you use it?

Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to le...

25 use cases & examples of real-time analytics

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a rang...

CallMiner Product Innovation Series: January 2023

CallMiner's VP of Product Management, Bruce McMahon, shares highlights from the 2023.01 release, which empowers users to get the most out of the CallM...

How to track customer sentiment

Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve ...

What is product innovation and why is it important?

Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation i...

Three ways conversation intelligence can improve brand experience and the bottom line

From campaign strategy, to crisis management, to brand sentiment, read about three ways CMOs can leverage conversation intelligence to understand cust...

28 mistakes to avoid when measuring customer churn

In order to keep valued customers as long as possible, organizations must identify when customers leave and why. This blog looks at the common mistake...

30 business leaders share tips for building customer loyalty

Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 3...

Tips & strategies to improve frontline agent experience

Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including e...

CallMiner Product Innovation Series: LISTEN 2022

CallMiner's VP of Product Management, Bruce McMahon, talks about highlights from his LISTEN 2022 keynote, including recent innovations and future inve...

Improving customer engagement in a challenging economic climate

Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic chan...

25 customer retention strategies to improve CX and reduce churn

A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention.

Four key conversation intelligence use cases in the mortgage industry

In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence tech...

CallMiner Product Innovation Series: October 2022

CallMiner's VP of Product Management shares highlights from release 2022.10, including Coach enhancements, new Solutions Catalogue language support, a...

CallMiner to highlight new Experience Management capabilities and solutions at LISTEN 2022

Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including c...

Five ways to improve customer satisfaction in the digital age

Optimizing customer experience in the digital age requires a process of continuous improvement. Read on to learn more about making the most of your CX...

27 experts and business leaders share tips for reducing product recalls

Product recalls can have a dramatic impact on both a business's reputation and bottom-line. Read on to hear advice from industry experts on how to red...

Tailor customer experiences with artificial intelligence

Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporat...

CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount...

LISTEN is back! Join us in Miami, Oct. 31 – Nov. 2

CallMiner's annual LISTEN conference is back in person at Loews Miami Beach Hotel in Miami, October 31 through November 2. Register today for three da...

Research reveals customer experience as a top priority for call centres in South Africa

A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage perfor...

Six best practices for omnichannel customer engagement

Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omni...

Can technology help organisations meet the recent FCA Consumer Duty requirements?

With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulne...

Here are the most overlooked tactics for improving customer experience

There is no single method for improving customer experience, and effective strategies are often ignored. Read on for our experts' list of the most ove...

Four Voice of the Customer (VoC) methodologies to gain valuable insights

VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring o...

101 statistics on patient experience, satisfaction, billing and more

In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient ex...

25 ways to earn customer loyalty

Organizations need to support customers and provide an exceptional omnichannel customer experience across every stage of their journey. This blog expl...

What is digital customer experience management?

CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experien...

How to hire work from home call center agents

In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tip...

25 conflict resolution strategies for customer service

Learn some of the best conflict resolution strategies for customer service agents that can help improve customer experience in your call center.

25 surefire ways to improve customer satisfaction

Discover our curated list of strategies and examples for improving customer satisfaction and customer experience in your call center.

25 top sales methodologies and best practices

Read this post to learn tips and best practices for adopting an innovative sales methodology.

CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends w...

27 professionals share their favorite call center interview questions

27 professionals share their favorite call center interview questions. Learn how to hire top-notch call center agents using the right interview questi...

25 customer satisfaction survey questions and examples

Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

Tips and best practices for managing a remote call center

Read this post to learn tips and best practices for managing a remote call center.

29 leaders share the best ways to increase customer lifetime value

We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best pract...

What are omnichannel contact center solutions?

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel co...

How can artificial intelligence help shape the future of collections?

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, will explore how at Credit Connects Online Collections Technol...

25 quotes on customer experience from CX professionals

Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professional...

What is a conversation intelligence platform?

Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suit...

Four ways to create a better customer experience

Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your...

CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix indepen...

What is customer experience management and why it matters

Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools need...

Detecting customer emotions with CallMiner

Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner pla...

What is Contact Center as a Service (CCaaS)?

Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment...

What is customer lifetime value?

Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used...

25 tips for setting B2B sales goals

Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals.

Do you need a call recorder or a recording engine?

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about ea...

Four steps to improving the patient journey

As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey...

Understanding post-call vs. real-time audio capture

Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how cus...

25 tips for more effective cold calling

Read this blog for tips on how organizations can improve how their contact center agents make cold calls.

Six Healthcare Call Center Best Practices

Read this blog to learn how providers in the healthcare industry can improve their patients’ experiences by optimizing their healthcare call centers.

What is customer journey analytics?

Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide ...

Top three departments that will be transformed by customer insights in 2022

Think customer feedback is just for the contact center? Think again. Customer insights can be leveraged across sales, CX and product teams. Read this ...

Here are the most common types of customer satisfaction

There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand.

Examples of customer engagement strategies & tips from the pros

Improving your customer engagement process is vital for improving customer experience in your call center. Read 26 tips from customer engagement strat...

Here's why patient satisfaction is so important

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences.

Tips for improving customer satisfaction (CSAT)

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its custom...

What is patient experience and why it matters?

Read this blog to learn what patient experience and patient service is, how it differs from patient satisfaction and why it's important to healthcare ...

Tips for improving call center productivity

If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficie...

Buyers Guide: How to choose the best customer service software

Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business.

Omnichannel customer service: Tips for great experiences

Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important ...

Understanding the different types of customer satisfaction

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are nu...

25 ways to improve call center efficiency

Experts share tips for improving customer satisfaction with call center efficiency. Learn how your business can improve its call center efficiency met...

How to improve customer satisfaction (CSAT) and business performance

Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans.

25 tips to increase customer satisfaction

Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction.

Understanding the omnichannel customer journey

Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channe...

Nine call center initiatives to consider

Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center effici...

101 customer service stats you need to know

Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.

Can data help assess customer vulnerability and affordability? Yes. Here’s why

Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify...

Using customer journey mapping to improve CX

Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and...

Three tips for delivering great omnichannel customer service

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

What is conversational intelligence?

Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what ...

The ultimate guide to sentiment and emotion analysis

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights...

Understanding and driving omnichannel customer experience

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strate...

Forrester study highlights the value of customer intelligence

Discover why Forrester Consulting examined the latest trends in customer intelligence.

What is conversation analytics?

Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this po...

How to improve the customer journey

It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your ...

Tips & strategies for improving customer experience

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Learn how call centers can more effectively identify, address and manage customer vulnerability.

25 Experts Reveal How Companies Can Use Omnichannel Technology to Improve Customer Service

Read this article to learn how omnichannel technology can enhance customer service.

What is Customer Vulnerability?

Learn how you can harness interaction analytics to empower your call center agents with the information they need to support and retain vulnerable cus...

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

Outbound call center tips & best practices

To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.

What is Customer Feedback Management (CFM)?

See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisio...

Gone Virtual: Recap of the CETX Conference

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a succ...

Emotions List: A List of Emotions & How to Identify Them

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

24 Marketers, CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience

Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer exper...

What is customer value?

Understand how to define what customer value is for your company, why it's important, and how good customer experience and satisfaction enhances its v...

10 Omnichannel Customer Service Best Practice Tips

Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.

Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

Call center scripts are crucial for contact centers to ensure customer satisfaction. Read examples of best practices for call center scripting from th...

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

A panel of management professionals share 22 ways for customer experience managers to handle a disgruntled call center employee and improve employee e...

Customer Journey Mapping: Templates, Examples & Tools

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

12 call center best practices

Proper call center management is integral to improving customer experience. These call center best practices will help optimize your call center opera...

What is Voice of the Customer? Templates, Examples & More

This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that compri...

Business Process Outsourcing Tips & Resources

This article help round up best tips and resources on the Business Process Outsourcing (BPO) from 25 different experts.

What is Sentiment Analysis? Tools, Best Practices & More

Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.

What is Business Intelligence? Examples, Uses & More

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

37 HR professionals & hiring managers share the most useful customer service interview questions

We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing customer service managers for cal...

First call resolution ideas

Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.

Voice of the Customer tools and best practices

Here are the most effective tools and best practices you can incorporate into your company's Voice of the Customer programs and initiatives.

Call Center Metrics Best Practices

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and mo...

What is CSAT? Definition, tips & how to measure CSAT

CSAT scores, the metric used to measure customer satisfaction, is a crucial KPI for successful call centers. Learn more about customer satisfaction sc...

Consumer Empathy: 5 Tips for Deepening Customer Empathy

Learn 5 tips for deepening customer empathy to create positive customer experiences with every interaction.

Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what man...

Call Center Statistics You Should Know

Here 25 interesting call center statistics that may prove helpful in deciding whether the use of one for your own business's strategy is appropriate.

Call center metrics: Examples, tips & best practices

These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.

Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

Learning how to optimize your own surveys can help your business capture key information from customers consistently.

What is Customer Effort Score?

Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuri...

Reduce Employee & Customer Churn with Actionable Engagement Insights

It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer chur...

CallMiner Infographic: What The %!#* Is Going On

Use of profanity by customers in the contact center is on the rise and that’s bad for business.

What is first call resolution? Benefits, challenges, examples & best practices for improving FCR

A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired w...

5 Standards of Excellent Customer Listening

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

What is NPS? Definition, Techniques, Tools and Tips from Experts

Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.

Customer satisfaction survey questions: Tips, examples & best practices

Customer satisfaction surveys are crucial for gauging customer experience and allow you to take steps to further improve customer satisfaction.

Want to Improve the Patient Experience? Stop Sending Bad Surveys

When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is r...

Customer Experience Analytics: 25 Expert Tips & Best Practices

Learn how to leverage customer experience analytics from the pros! Hear from call center experts as they share their best practices for utilizing CX a...

What is a Customer Experience Map? How to Create an Effective Customer Experience Map

Customer experience (CX) mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create a customer experience m...

For Better Customer Experience, Take a Closer Look at Context in Your Contact Center

Speech analytics lets you see the “why” and “how” behind 100% of customer conversations.

Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic

By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome.

What is Customer Experience Analysis?

A customer experience analysis is an important tool for improving the customer experience. Discover the benefits of a customer experience analysis str...

Customer Experience Management Tips & Best Practices

Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.

LISTEN 2019 Keynote Speakers Lineup Announced!

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019.

When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.

3 Reasons Why Agent Empathy Makes for Happier Customers

Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a probl...

Find Out Why Customers Engage Through the Science of Conversation

By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond...

The Agent Churn Cycle: Why It Happens and How to Prevent It

Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today.

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of ...

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

Here are a few “do’s and don’ts” to consider from CCW interview when integrating a customer engagement analytics platform to improve your business str...

CX Analytics Summit London Was a Jolly Good Time

The event featured speakers from CallMiner experts and customers Cabot and DLG who shared their stories of analytics success.

The True Path to Measuring Customer Sentiment Through Speech Analytics

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC trackin...

6 ways to go beyond the survey with speech analytics

Companies look to solicited feedback, surveys, review sites, etc. for how they are doing. Here are 6 ways to go beyond that with speech analytics.

Solution News: CallMiner Launches Customer Experience Solution Pack

The CallMiner Customer Experience Solution Pack is designed to harness data, as well as accelerate time to insight with a categorization framework des...

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

Read three things I think your call center could do to drive higher levels of customer satisfaction.

Hear from the Experts How AI Drives Better Customer Experiences

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportun...

Does Average Handle Time (AHT) Really Matter?

A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer e...

ICYMI: CallMiner Top 10 Stories of 2018

CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!

How to Invite the Most Honest Customer Feedback: Partner Case Study

Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at...

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

The CallMiner Index reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel pref...

190 Billion Reasons Why You Should Find the Root Causes of Complaints

I was fascinated by a recent story about the cost of complaints. I believe technology, particularly speech analytics can help in three ways.

How Listening to Customers Impacts Your Bottom Line

The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. B...

Stop Avoidable Customer Churn With Great Agent Behavior

The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to swit...

Not Valuing Customers Leads to $136 Billion Switching Epidemic

New research by reveals that US businesses have contributed to a switching epidemic by not valuing or listening to customers when they have problems.

Announcing Medallia Partnership to Empower Voice of the Customer Insights

CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.

Thoughts From The AI Summit In San Francisco

Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.

Why CallMiner?

Contact Center Experience

Frontline Agent Experience

Quality Management

Contact Center Efficiency

Risk & Compliance

Fraud Detection

Sales Effectiveness

Experience Management