Quality Monitoring

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

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Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

Read these tips and best practices for remote contact center managers and agents as businesses move to work-from-home workforces.

Fraud Spreads as Does the Coronavirus: Steps to Take

Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.

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

The Two Words on Everyone’s Minds: Business Continuity

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit y...

Call center agent feedback: Tips & best practices for providing effective agent feedback

These 25 expert tips and best practices will help you deliver more effective, targeted feedback for better results in your call center.

4 Ways To Use Call Recordings for Better Contact Center Performance

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

3 Ways to Improve Your Call Center Monitoring Practices

Call monitoring is crucial for an effective call center. Learn 3 call center monitioring best practices to help improve your call center operations.

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...

Deliver Performance Scores Directly to Your Agents

A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.

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?

6 ways to reduce call-backs with the right language

First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during c...

Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More

Call center training isn't just for onboarding new employees. Call center managers should be providing ongoing coaching for all call center employees.

Restructuring Your Talent Strategy Through Workforce Planning

Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements.

How Marketers Can Leverage Big Data for CX Insights: 35 Marketing Experts & Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Lever...

7 Call Center Best Practices from Industry Experts

To uncover some of the best ways to drive call center efficiency, CallMiner compiled a list of call center best practices from industry experts. Read ...

What’s the Best Way to Manage and Empower Call Center Agents?

Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more.

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CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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