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BPO vs. KPO Call Centers: Which Is Best For Your Call Center?

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

Putting Customer Conversations to Work in the Call Center

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics ...

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

Collections Success Stories in the Contact Center [Video]

We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consisten...

What is Collection Analytics? Definitions, Benefits, and More

Collection analytics are used in developing collection strategies to help categorize customers and determine which accounts have a higher probability ...

Improving Healthcare Customer Experience With Speech Analytics

Here are four ways speech analytics assists healthcare providers with regulatory compliance.

SiriusXM CallMiner Success Story Podcast Highlights from CCW

During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusX...

4 Measurements of CX Success in the Outsourced Contact Center

Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance.

Keep Your Call Center At-Home Agents Engaged

It is essential that you create a plan and strategy for keeping at home agents engaged from afar. Read 8 tips to keep remote call center agents engage...

Leveraging Best Practices to Empower Your Agent Workforce

In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touc...

Detecting Fraud with Speech Analytics

There is a way to safeguard your customers and your business from fraud - speech analytics..

10 Tips to Improve Contact Center Operations

Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.

CallMiner Named a Leader in AI-Fueled Speech Analytics

Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018.

Improving Productivity and Collections Revenue While Mitigating Risk

For many businesses, debt collection is an unavoidable necessity. But how can you improve your call center agent productivity while mitigating risk?

Conversations with Your Customers: Tone is Everything!

Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your co...

Q&A on Best Practices and Guidelines for Purchasing Speech Analytics Webinar

I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics. But I wanted to share with you some of the que...

The Machine Learning Okey Dokey Hypothesis

We’re always looking for new ways to incorporate machine learning into speech analytics. I ended up with some interesting findings that really show th...

Analyze Customer Churn with Speech Analytics

Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn r...

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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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