Risk Management & Compliance

Learn more about call center industry standards and how conversation analytics software can help you identify compliance issues and improve your business performance while mitigating risks.

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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...

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...

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

25 examples of responsible AI: How to leverage AI while minimizing risk

Despite increased investments in AI, concerns about AI risks are also prominent. Read this blog to learn about examples of responsible AI, showcasing ...

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...

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 ...

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...

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...

CallMiner Product Innovation Series: July 2023

CallMiner VP of Product Management, Bruce McMahon, shares updates in the 2023.07 release, including the type of data users can collect, as well as how...

Four key conversation intelligence use cases in the mortgage industry

In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence tech...

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

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

5 Tips to Improve Contact Center Culture & Productivity

Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strate...

The importance of embracing business performance improvement (BPI)

Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. ...

25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.

What is Customer Vulnerability?

Learn how you can harness interaction analytics to empower your call center agents with the information they need to support and retain vulnerable cus...

The State of Remote Workforce Compliance

Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.

25 Indicators of Fraud on Inbound Calls

Here are 25 indicators of fraud on inbound calls in call centers.

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CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.

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