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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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25 tips for more effective cold calling

Read this blog for tips on how organizations can improve how their contact center agents make cold calls.

Here are the most common types of customer satisfaction

There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand.

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

Tips for improving call center productivity

If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficie...

25 ways to improve call center efficiency

Experts share tips for improving customer satisfaction with call center efficiency. Learn how your business can improve its call center efficiency met...

Buying Guide: How to select the best call center management software

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best softwa...

25 tips for optimizing your contact center's QA practices

Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip...

25 Call Center Technology Trends to Watch in 2021

Learn about the top 25 trends in call center technology and operations so you can stay informed on what new tools and strategies are shaping the indus...

Understanding and Leveraging Voice of the Customer

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

International Contact Centre Operations Tips & Best Practices

Learn how international contact centres can approach agent management optimisation, procedural improvements and more.

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Discover what 24 call center experts consider the top mistakes made by call center agents that frustrate customers and impact customer experience.

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

A panel of call center leaders discuss the role of business analysts in call center operations and in the development of call center solutions.

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

What are QA metrics? Examples for call centers, aligning with your goals and best practices

Learn what call center quality assurance (QA) metrics are, and how your company can better align with call center QA best practices to achieve the bes...

What is average handle time? Challenges, examples, and best practices for improving AHT

Learn what average handle time (AHT) is, how it affects your customer satisfaction, and examples, tips and best practices to reduce overall AHT in cal...

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Here are some of the best metrics a call center can start with to inform growth strategies and track performance.

Experts Weigh In: What’s the Best Way to Improve Your Call Quality Monitoring?

To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find ou...

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.

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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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