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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.

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CallMiner Research Lab

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...

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

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...

CallMiner Product Innovation Series: February 2023

Bruce McMahon, VP of Product, highlights updates from the 2023.02 release, including introducing new calibration features that empower organizations t...

Five best practices for effective employee coaching

As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs. Read ...

Top call center metrics your organization should care about

Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for t...

Tips & strategies to improve frontline agent experience

Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including e...

27 Expert Tips for Reducing Product Recalls

Product recalls can have a dramatic impact on both a business's reputation and bottom-line. Read on to hear advice from industry experts on how to red...

The 'Human' and 'Technology' Elements in Quality Monitoring

Read on for our list of tips to automate your quality monitoring process.

Conversation Intelligence: Benefits & Best Practices

Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practice...

Research reveals customer experience as a top priority for call centres in South Africa

A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage perfor...

Three best practices for effective call management

Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call managemen...

25 ways to earn customer loyalty

Organizations need to support customers and provide an exceptional omnichannel customer experience across every stage of their journey. This blog expl...

What is digital customer experience management?

CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experien...

How to hire work from home call center agents

In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tip...

25 customer satisfaction survey questions and examples

Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy. 

How to improve service level in your call center

Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you cu...

Do you need a call recorder or a recording engine?

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about ea...

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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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