Quality Monitoring

Learn how you can automate your call center scorecards and arm contact center QA team with real insights to achieve better outcomes.

Five 2024 AI trends for the contact center and beyond

As we venture into 2024, AI for the contact center, CX and other business applications continues to evolve rapidly. Read this blog for five AI trends ...

Elevating your customers’ contact center experience

The experience your customers have with your customer service center can have positive and negative impacts. Read this blog to learn how what customer...

Build vs. buy: Leveraging generative AI for conversation intelligence

Generative AI is extremely powerful, but when it comes to TCO it’s important to understand the implications of building your own AI-powered conversati...

Challenges impacting the credit and collections industry

Frank Sherlock, CallMiner's VP of International, explores how data and technology can help overcome challenges faced in the credit and collections ind...

How real-time agent guidance enhances customer experience

Read this blog to learn how real-time guidance allows customer service agents to optimize the time they spend with customers by receiving in-the-momen...

24 tips for selecting the best text analytics software

Read this blog for expert quotes and tips to help you find the best text analytics software and tools, and maximize their value at your organization.

Three trends impacting the insurance customer experience

From inflation to climate change, this blog explores the top trends impacting modern insurers, and how these teams can improve customer experience whi...

2023 CallMiner CX Landscape Report highlights growing AI impact on CX

The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX...

How BPOs can use AI to improve quality assurance

Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and ...

Everything you need to know about an omnichannel contact center

An omnichannel contact center syncs conversations across channels, including email, calls, and social media. Learn how an omnichannel strategy can ens...

CallMiner Named the Only Leader in Conversation Intelligence for Customer Service

Forrester Research has named CallMiner the Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report, receiving to...

What is experience management (XM)? Definition & strategies

While customer service is important, experience management can create long-lasting, positive experiences that keep customers returning and workers pro...

CallMiner Product Innovation Series: August 2023

CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimat...

34 call center & QA professionals share tips for improving call center quality assurance

Hear from 34 call center experts about why call center quality assurance (QA) is crucial for businesses to focus on and how it can boost customer sati...

What is product experience (PX)? Examples, strategies & more

Discover why product experience (PX) plays such a crucial role in the customer journey and how it directly impacts customer retention and satisfaction.

25 speech analytics call center tips & best practices

Speech analytics in the call center is a new, innovative application of AI and has become a crucial tool for businesses seeking to improve customer se...

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...

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...

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