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Quality Monitoring

Learn how you can automate your call center scorecards and arm [contact center QA team](https://callminer.com/blog/improve-call-center-monitoring) with real insights to achieve better outcomes.

10 ways to transform your enterprise with conversation intelligence

Conversation intelligence unlocks the hidden value within contact centers, transforming them from cost centers to essential drivers of business growth...

How AI is reshaping the BPO business model

For the BPO industry, there’s a seismic shift underway. Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic val...

CallMiner’s 2024 CX Landscape Report highlights AI’s shift from hype to strategic execution

CallMiner's 2024 CX Landscape Report makes one thing clear — organizations are becoming more intentional and strategic about their use of AI to drive ...

19 CX management strategies and innovations in the contact center

The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today'...

Top tips for evaluating call center training software options

Learn how the call center has been modernized with call center training software that monitors agent performance, provides continuous data insights, a...

7 success strategies for outbound call center excellence

Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritizat...

How technology is transforming customer experience automation

Businesses often rely on CX automation to help customers quickly and conveniently at different points in the customer journey. Read this blog to learn...

How AI analytics can improve call center performance

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conv...

Call center management strategies & best practices for 2024 and beyond

Learn about new call center technologies and strategies that continue to evolve, and their impact on how customers get the help they need and how agen...

Comprehensive guide to effectively train your call center agents

Read this blog to learn how call centers can invest in training to upskill agents in their communication and support skills, in turn improving the cal...

Achieve contact center success with real-time agent guidance

Read this blog to learn how real-time agent guidance, leveraging natural language processing and other AI technologies, can give agents customer-focus...

How to empower frontline employees with AI-driven feedback

Employee engagement is critical to success in customer service. Read how AI-driven feedback and real-time coaching can enhance performance and job sat...

Creating a cohesive omnichannel customer support experience

Technology allows for businesses to offer numerous contact methods to customers. Omnichannel customer support creates a bridge between each support ch...

The top differences between call centers and contact centers

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hu...

Workforce engagement management: Strategies, tools & best practices

Read this blog to learn about workforce engagement management, which is a set of tools that help organizations improve employee satisfaction, producti...

CallMiner named a Leader in Real-Time Revenue Execution Platforms

Forrester Research has named CallMiner a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report.

How to harness customer insights in the age of information overload

Most companies still grapple with how to effectively collect and use customer data. This blog offers tips for cutting through the noise and use insigh...

Consumer Duty – How can contact centres help to comply?

Consumer Duty requirements were launched by the UK’s FCA in June 2023 and represent legally binding regulation for financial services. But what does t...

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