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CallMiner Research Lab

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...

Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

Dialog Direct was able to utilize CallMiner throughout their contact center to increase close rates, decrease training time, and create better custome...

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

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.

30 Marketing Pros & Data Analysts Reveal How Marketing Data Analysts Can Better Impact Marketing ROI

Marketing analysts are often expected to predict the future, and, fortunately, tools like interaction analytics are available that can help them do ju...

Top 10 gamification blogs

Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read o...

Congratulations to the 2018 LISTEN Awards Winners

Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.

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...

Collection Success Stories in the Contact Center: Part 2

Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent ...

CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction, and Alerting

Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and superviso...

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...

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.

20 call center pros share the most undervalued call center metrics and how to better leverage them

We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to...

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.

50 Must-See Customer Engagement Presentations

We’ve rounded up 50 must-see customer engagement presentations from industry thought leaders who specialize in omnichannel customer engagement.

Making Sense of CX Alphabet Soup: NPS, CSAT, CES

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer expe...

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

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CallMiner

CallMiner is the global leader in AI-powered conversation intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI analytics and machine learning. By uncovering better intelligence, CallMiner enables companies to identify areas of opportunity to drive better experiences, ultimately leading to business improvement, growth and transformational change. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality.

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