Executive Intelligence

Measuring call center KPIs with call center analytics is not just for call center managers. Insights gathered from conversations can help leaders understand omnichannel customer experience, guide product roadmaps, and improve business performance.

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.

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.

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

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 leveraging business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decis...

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.

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

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 in 2019

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

5 Employee Engagement Trends in 2019

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

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.

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...

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.

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.