Executive Intelligence

Insights gathered from conversations can help leaders understand omnichannel customer experience, guide product roadmaps, and improve business performance.

CallMiner Product Innovation Series: December 2022

CallMiner's VP of Product Innovation, Bruce McMahon, shares highlights from the 2022.12 release in his latest product innovation blog.

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...

What is text analytics and how does it work?

Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytic...

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...

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...

CallMiner Product Innovation Series: September 2022

CallMiner's new Product Innovation Series showcases advancements made to the CallMiner platform. The 2022.09 release introduces new functionality acro...

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...

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...

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...

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 continuous business performance improvement?

Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organi...

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 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...

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...

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...

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 ...

25 of the best sales books to hone your skills in 2022

Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books...

What is sales conversation analytics?

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates.

How much AI is ‘real’ in CallMiner? All of it.

The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend o...

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.

What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)

CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navig...

What makes business intelligence (BI) important?

Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools ca...

We used our own product for Sales Conversation Analytics

The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases.

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 importance of embracing business performance improvement (BPI)

Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. ...

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...

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?

Read this article to learn how to identify, support and retain vulnerable customers.

What Executives Need To Know About Contact Center Compliance

When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts...

Termination Letter Examples for Call Centers & Customer Service Pros

This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.

Exit Interview Questions for Call Center Employees

These employee experience questions may potentially enable you to discover important insights that can inform lasting improvements in your contact cen...

Call Center vs. Contact Center: What’s the Difference?

This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.

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

Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

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 for customer service managers.

5 call center training best practices

Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand.

Sentiment Analysis Tools Buying Guide

Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the proc...

Contact Centre Predictions for 2020

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

Data Mining Tools Buying Guide: Expert Tips for Choosing the Best Data Mining Tools

To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web.

How to Choose the Best Data Visualization Tools

Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose ...

Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

To get maximum value from your data, leveraging the right data analytics tools is a must.

Data Mining: Definition, Techniques, Tools & Tips

Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know.

Business Intelligence Software: How to Choose the Best Software

Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions.

What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

Here’s what you need to know to make smart use of business intelligence solutions.

Tips & best practices: How to choose the best call center software

Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s nee...

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.

5 (More) Contact Center Employee Engagement Trends

CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends ...

5 Employee Engagement Trends

Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention...

3 Voice and Text Analytics Questions Answered from ROI Webinar

3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve a...

5 Ways to Define What Enterprise-Ready Means for Speech Analytics

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organiza...

50 Must-See Customer Engagement Presentations

We’ve rounded up 50 must-see customer engagement presentations from leading organizations and industry thought leaders.

The State of Debt Collection 2020: Industry Statistics, Trends, Collection Practices, and More

We decided to take a deep-dive into the latest debt collection industry figures and statistics to get a glimpse of the current state of debt collectio...

RFPs for Speech Analytics: Asking the Right Questions

When you want to hear what your customers truly have to say, you are on the path to transforming your business.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But...

What Are Customer Satisfaction Rating & Importance Scales? Challenges and Best Practices for Using Customer Satisfaction Rating & Importance Scales

As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the custo...

Cloud vs. On-Premise Call Centers: Key Differences, Benefits, and More

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer...

Streamlining Contact Center Processes for More Effective Use of Human Resources

Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.

Top Customer Experience Podcasts: 50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers

We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching.

What are Database Marketing Metrics?

Database serves as the central, shared source of customer and prospect information which can be used for a variety of business purpose.

ROI from your investment in speech analytics? Absolutely!

While there is no “easy button” to deploy speech analytics, contact center stakeholders should absolutely expect a return on investment when the syste...

Identifying the Top Call Center KPIs & Metrics for Your Business

Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance.

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

Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store.

Customer Experience Trends to Look for in 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits o...

3 Reasons Every Call Center Needs an Contact Center Operations Dashboard

An agent performance dashboard is an ideal solution for improving agent performance and the customer experience. Read why.

5 Call Center Agent Performance Metrics You Need Right Now

Having the right call center performance metrics in place can improve agent performance and the overall customer experience. Learn how.

What Can Call Centers Do to Prioritize the Customer Experience? [Resource Guide]

Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.

How Speech Analytics Software Can Benefit Business Areas Across the Enterprise

Speech analytics shouldn’t be a function of the contact center alone. Take a look at the importance and impact of speech analytics across the enterpri...

Why Real-Time Monitoring Is So Important in the Contact Center

With real-time monitoring managers can act, not just react, and customer service, performance, and compliance issues can't slip through the cracks.