Speech Analytics

Learn how speech analytics and conversation analytics software can help you optimize your call center and better understand omnichannel customer experience.

Understanding the omnichannel customer journey

Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channe...

Nine call center initiatives to consider

Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center effici...

101 customer service stats you need to know

Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.

Can data help assess customer vulnerability and affordability? Yes. Here’s why

Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify...

Coaching sales interactions takes more than experience – it takes the right technology

Sales leaders need to evolve with technology. Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle us...

What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)

CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navig...

23 experts share their favorite call center ideas

We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, p...

What makes business intelligence (BI) important?

Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools ca...

We used our own product for Sales Conversation Analytics

The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases.

Using customer journey mapping to improve CX

Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and...

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...

Three tips for delivering great omnichannel customer service

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

What is conversational intelligence?

Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what ...

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 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...

The ultimate guide to sentiment and emotion analysis

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights...

Understanding and driving omnichannel customer experience

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strate...

What is conversation analytics?

Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this po...

How to improve the customer journey

It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your ...

Tips & strategies for improving customer experience

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.

25 Call Center Technology Trends to Watch in 2021

Read this blog to learn about the 25 top trends for 2021 in call center technology.

Understanding and Leveraging Voice of the Customer

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

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.

25 Experts Reveal How Companies Can Use Omnichannel Technology to Improve Customer Service

Read this article to learn how omnichannel technology can enhance customer service.

7 Important Call Center Skills Every Agent Should Have

Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should posses...

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.

The State of Remote Workforce Compliance

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

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

Here are the top mistakes made by call center agents that frustrate customers and impact customer experience.

100 Call Center Management Tips: Expert Insights & Advice for Hiring & Training Call Center Agents

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor

25 Indicators of Fraud on Inbound Calls

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

The Reviews Are In! CallMiner Delivers Across Speech Analytics, Contact Center Ops and Quality of Support

Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2.

24 AI Professionals & Ethics Experts Reveal the Most Overlooked Obstacles for Companies When It Comes to AI Ethics/AI Bias (and How to Overcome Them)

Read this article to learn the most overlooked obstacles for organizations when it comes to AI ethics and AI bias.

Outbound Call Center Tips & Best Practices

To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.

Gone Virtual: Recap of the CETX Conference

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a succ...

Emotions List: A List of Emotions & How to Identify Them

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

5 Benefits Of An API Integration In Your Contact Center

Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamif...

What Are Customer Analytics?

Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.

What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices

QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflec...

What is Text Analytics?

Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.

What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.

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.

The Beginner’s Guide to Speech Analytics Technology

An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.

The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software

Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting ti...

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

A panel of management professionals addresses the best way for customer service / experience managers to handle a disgruntled employee.

12 Call Center Best Practices You Need to Be Doing Right Now

What are some call center best practices for retaining top talent and improving the customer experience? Take a look in CallMiner’s latest blog post.

The Top 50 Marketing Analytics & Data Analysis Certifications & Courses

Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making.

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...

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

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.

What is Sentiment Analysis? Tools, Best Practices & More

Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.

Call Center Service Levels: Calculations, Metrics, & Industry Standards

The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

Top Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations, Trends, and Best Practices

The debt collection industry is changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under re...

What is Business Intelligence? Examples, Uses & More

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

First Call Resolution Ideas

Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.

LISTEN World Tour London Stop #1: An Impactful & Insightful Success!

Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success.

What is Robotic Process Automation (RPA)? Definition, Tips & Best Practices

Read how Robotic process automation works, our best practices for implementing RPA, and tips for overcoming common challenges faced during implementat...

What is Employee Experience? Definition & Best Practices

There is no single perfect approach to improving the employee experience. Here are some best practices for creating an ideal experience within your co...

What is the CFPB Arbitration Rule? Definition & Best Practices

An understanding of the CFPB arbitration rule illuminates some of the struggles between organizations and consumers. Learn more about its implementati...

LISTEN 2019 is "in the Books"

This year’s annual LISTEN user conference was the largest yet with 413 attending the event! It's hard to believe it's "in the books!" Here's our wrap ...

The 3 Deadly Sins of Gamifying in the Contact Centre

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

Reduce Employee & Customer Churn with Actionable Engagement Insights

It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer chur...

Women in Analytics Networking Event: A LISTEN 2019 Production

Speech analytics is a complex industry, but our women employees make it look easy. Don’t miss the opportunity to meet and network at LISTEN 2019.

Only at LISTEN: An AI Perspective from Outside the Cave

At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate ...

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...

What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

Here’s what you need to know to make smart use of business intelligence solutions.

Want to Improve the Patient Experience? Stop Sending Bad Surveys

From what I observe, when it comes to measuring the patient experience, good customer survey design is rare. And using mixed methods to uncover insigh...

The Can’t-Miss Workshops, Exchanges and Activities for LISTEN 2019

CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence.

Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data

Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with...

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s nee...

For Better Customer Experience,Take a Closer Look at Context in Your Contact Center

Speech analytics lets you see the “why” and “how” behind 100% of customer conversations.

Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic

By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome.

What is Customer Experience Analysis?

A customer experience analysis is an important tool for identifying potential shortcomings and improving the customer experience.

Find Out Why Customers Engage Through the Science of Conversation

By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond...

3 Potential Pitfalls of DIY Speech Analytics

Let’s look at why it’s attractive on the surface to undertake DIY speech analytics and the pitfalls companies we work with have encountered when they ...

What is Sentiment Analysis? Examples, Best Practices, & More

When utilizing the right technology tools and applying it to key business drivers, sentiment analysis is a powerful tool for steering companies to suc...

CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the t...

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.

What is Customer Journey Analytics?

Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide ...

How Trends Are Changing With Unified Communications

Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, b...

The True Path to Measuring Customer Sentiment Through Speech Analytics

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC trackin...

6 Ways to Go Beyond the Survey with Speech Analytics

Company's look to solicited feedback, surveys, review sites and social media for how they are doing. It is only a portion of the customer experience s...

The Call Center Can Be a Thin Line Between Love and Hate

Read three things I think your call center could do to drive higher levels of customer satisfaction.

7 Things Contact Center Agents Know To Be Happy In Their Job

Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.

ICYMI: CallMiner Top 10 Stories of 2018

CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!

CallMiner Employees Give Back Year Round

As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities.

How to Invite the Most Honest Customer Feedback: Partner Case Study

Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at...

Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

Dialog Direct was able to utilize CallMiner throughout their contact center to increase close rates, decrease training time, and create better custome...

190 Billion Reasons Why You Should Find the Root Causes of Complaints

I was fascinated by a recent story about the cost of complaints. I believe technology, particularly speech analytics can help in three ways.

Congratulations to the 2018 LISTEN Awards Winners

Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.

Stop Avoidable Customer Churn With Great Agent Behavior

The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to swit...

CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction, and Alerting

Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and superviso...

5 Ways to Define What Enterprise-Ready Means for Speech Analytics

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organiza...

Thoughts From The AI Summit In San Francisco

Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.

Making Sense of CX Alphabet Soup: NPS, CSAT, CES

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer expe...

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

LISTEN Update: Award Nominations, New Keynote, Hackathon, Workshops, Sessions & Activities!

This year’s 10th LISTEN event, October 23-25th, provides educational, informative and interactive content in more than 30 sessions for all levels of C...

5 Values of Speech Analytics for the Insurance Industry

Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media.

Check In On Key 2018 Trends in Contact Center & Customer Experience

Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018.

What is Collection Analytics? Definitions, Benefits, and More

Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritiz...

7 Ways of Using Speech Analytics To Shape Your AI Strategy

Contact centers are a vital part of ongoing business success.

Improving Healthcare Customer Experience With Speech Analytics

Here are four ways speech analytics assists healthcare providers with regulatory compliance.

SiriusXM CallMiner Success Story Podcast Highlights from CCW

During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusX...

LISTEN 2018: Keynote Announcement and Session Voting

The LISTEN event features CallMiner Eureka users and industry gurus in over 40 sessions split into separate tracks for executives, business program ow...

Detecting Fraud with Speech Analytics

There is a way to safeguard your customers and your business from fraud - speech analytics..

CallMiner Named a Leader in AI-Fueled Speech Analytics

Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018.

Conversations with Your Customers: Tone is Everything!

Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your co...

Q&A on Best Practices and Guidelines for Purchasing Speech Analytics Webinar

I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics. But I wanted to share with you some of the que...

The Machine Learning Okey Dokey Hypothesis

We’re always looking for new ways to incorporate machine learning into speech analytics. I ended up with some interesting findings that really show th...

Analyze Customer Churn with Speech Analytics

Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn r...

Yanny vs. Laurel: Speech Analytics AI Weighs In

The CallMiner team has been watching the Yanny-Laurel debate with great excitement. Without further ado, here is what our speech analytics software Eu...

Growth of Conversational Commerce

Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses wh...

Getting to the Root of Displeasure

Managing a large number of complaints or repeat callers, it is costly to businesses in the way of financial resources and agent productivity.

Do you know how to turn your contact centre from a cost to profit centre?

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or ...

5 Times When Voice Wins Over Customer Self-Service

Every year post-holiday analysis shows there are some significant challenges at play in the retail sector and it will most likely continue in the same...

7 Tips for Keeping Agents Happy

No matter what industry you serve, one thing is certain; call centers can’t deliver a positive customer experience without the right agents in place.

Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these ...

Join Industry Leaders for the CallMiner CX Intelligence Summit

AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer i...

RFPs for Speech Analytics: Asking the Right Questions

When you want to hear what your customers truly have to say, you are on the path to transforming your business.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But...

NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?

Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the...

Combatting the Surge in UK Energy Switching

This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.

Cloud vs. On-Premise Call Centers: Key Differences, Benefits, and More

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer...

What is Service Delivery Optimization?

This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact c...

How to Measure & Improve Call Center Average Speed of Answer

Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resol...

The New Significance of SIM Scores for UK Water Companies

With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers.

The Importance of Contact Center Efficiency and Customer Experience as Energy Pricing Faces Scrutiny

With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be dri...

How to Make your Survey Better than Nordstrom, Lowe’s, and Walmart

The surveys say they want to know about our experiences as a customer, but do they really want to know? Or, is this just PR spin?

What are Interaction Analytics?

The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf.

ROI from your investment in speech analytics? Absolutely!

While there is no “easy button” to deploy speech analytics, contact center stakeholders should absolutely expect a return on investment when the syste...

CX Data Analysis: Data That Delivers Exceptional Customer Experience

When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable.

One Concept that Improves All Your Customer Service Interactions

Most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is better than it really is.

What is Business Intelligence? How it Works, Best Practices, Tips, and More

Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store.

What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Voice analytics are the use of a voice recognition tool to analyze a spoken conversation. Not only does voice analytics software translate speech to t...

Omnichannel Data & Analytics: Making Omnichannel Work

The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results.

Call Center Ideal Call Flow Scripts: Helping or Hurting?

Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.

Leveraging Natural Language Processing To Its Fullest

There are three common mistakes that most businesses are making when relying on software that offers natural language processing.

What is Interactive Voice Response (IVR)?

Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staf...

Use Big Data for a chance of having a Big Year in 2017

In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.

Why You Should Add Predictive Analytics to Your CEM Toolbox

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

How Companies Can Best Leverage Customer Data

To understand the customer journey, companies must leverage the wealth of customer data at their disposal. Read how MDM & speech analytics can help.

“The only way to do great work is to love what you do.” Steve Jobs

One can argue about the reasons why it is important, however what is ultimately an indisputable net result of employee unhappiness is disengaged emplo...

7 Tips for Providing Exceptional Customer Experiences

How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read mo...

7 (More) Contact Center Operations

A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best pract...

5 Reasons Speech Analytics Is Critical in Call Center Collections

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

3 Best Practices for First Call Resolution

Today’s competitive consumer marketplace demands that customer-facing companies adopt strategies to foster meaningful interactions with customers.

3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer...

How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer?

Introducing CallMiner’s New Customer Engagement Optimization Interactive Community

In today’s customer-centric marketplace, the customer experience is everything.

Exploring gamification for health care payment collections

Gamified payment collection would be a great fit for many health care providers.

What Are the Best Contact Center KPIs for Your Operation?

In order to drive a better customer experience, call centers must have the proper KPIs in place. CallMiner has outlined some of the best metrics to he...

Ask the Experts: What Is Your Speech Analytics Definition?

It’s helpful to review speech analytics definitions to determine the right solution for your business’ individual needs. Here’s what the experts have ...

Using call center analytics to generate revenue

When utilized effectively, call analytics can have a big impact on a company’s bottom line.

5 Things You Didn’t Know About Voice Analytics Technology

Voice analytics technology may offer considerable business benefits, but many organizations simply don’t know much about it. Here’s a look 5 unknown f...

What Are the Benefits of Workforce Optimization in the Call Center?

Workforce optimization in the call center can lead to improved agent performance and better interactions with customers. Read more.

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.

What Is Wrap Up Time in the Call Center?

What is wrap up time in the call center – and why is it important for driving efficiency and improving the customer experience? Take a look in CallMin...

What Are the Benefits of Interaction Analytics in the Contact Center? [Resource Guide]

Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest reso...

How to Enrich Customer Interactions: 3 Actionable Tips

Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optim...

5 Tips on How to Improve Customer Engagement in the Contact Center

Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read ...

How Customer Engagement Analytics Can Improve the Customer Experience

Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in Ca...

How to Reduce Stress in the Call Center Environment: Checklist

Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech a...

How Sentiment Analysis & Social Listening Can Improve the Customer Experience

How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysi...

How Speech Analytics Can Reduce Costs & Improve Contact Center Efficiency (Case Study Examples)

CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case s...

Speech Analytics: A Game-Changer for Immediate & Relevant Agent Coaching Opportunities

How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.

How Speech Analytics Software Can Benefit Business Areas Across the Enterprise

Speech analytics shouldn’t be a function of the contact center alone. Take a look at the importance and impact of speech analytics across the enterpri...

3 Ways Outsourced Call Centers Can Improve the Hiring and Onboarding Process

Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the rig...

Improving “Avoidance” Behavior to Reduce Absenteeism

What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.

Compliance Analytics: Effectively Gathering and Making Use of Compliance Related Data

Using speech analytics to improve the compliance of your call center can save you money and help you avoid fines

Big Picture: What Is Contact Center Analytics?

Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more.

5 Reasons Your Call Center Should Be Using Cross-Channel Interaction Analytics

Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.

Say What? 3 Ways Sentiment Analysis Can Help Uncover Your Brand’s Reputation

What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reput...

Sarcasm in the Call Center? Yeah, right.

Sarcasm is notoriously difficult for both humans and machines to detect and even though most companies are concerned about it, they shouldn't be.

What Can Companies Do to Mitigate Risk in the Contact Center? [Resource Guide]

It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it.

How Can Contact Center Analytics Help Agents Improve Performance?

Contact center analytics evaluate agent performance in real time, leading to improved performance across a variety of areas. Here’s a look at how.

3 Ways to Increase Agent Job Satisfaction in the Call Center

Attracting & retaining the right kind of talent in the call center can be a tricky business. Here are 3 steps to increase agent job satisfaction.

3 Quick, Easy Ways to Diffuse a Customer Call Gone Wrong

What are some of the best ways for call center agents to diffuse customer calls gone wrong? Here’s a look at 3 best practices.

How to Provide Multi-Channel Customer Support in Today’s Digital Era [Resource Guide]

CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.

3 Reasons Why It’s Important to See Results from Speech Analytics – and Fast

Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!

Call Center Scripting Tips for Sounding Like a Real Person (Instead of a Robot)

What can call center agents do to ensure they handle customer concerns efficiently? Sound like a real person (instead of a robot). Here’s how to do it.

Speech Analytics for Collections: Why Is It Important?

Speech analytics for collections can eliminate call center compliance risk, improve agent performance, and increase recovery rates. Here’s a closer lo...

3 Key Questions to Ask When Identifying Your Customer’s Persona

Researching customer personas can ensure the customer experience caters to an individual’s wants and needs. Here are 3 key questions to ask to identif...

4 Tips to Consider for Your Quality Call Monitoring

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.

The Importance of Analyzing Customer Conversations with Speech Analytics [Resource Guide]

Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more.

13 Things You Didn't Know About Speech Analytics

Think you know a lot about speech analytics? Take a look at our list of 13 things you might not know…

Are Language Barriers in the Call Center Hurting Your Business?

Are language barriers in the call center hurting your business? Here are 3 ways speech analytics can help you overcome these obstacles. Read more.

6 Must-Read Call Center Research Reports on the Future

CallMiner has compiled a list of 6 must-read research reports that cover trends & challenges shaping the contact center industry’s future. Read more.

6 Questions to Ask When Evaluating Speech Analytics Software

Investing in speech analytics software is a big decision. Check out these 6 questions to help you find a solution to suit your needs.

Using Speech Analytics to Improve Sales Effectiveness for Agents

For performance marketers, the contact center plays a crucial role. Here are 3 ways speech analytics can improve agent performance in sales-based call...

3 Steps to Establish Customer-Centric Call Centers in 2014

With customer experience management more important than ever, customer satisfaction has become an area of focus. Here’s a look at 3 best practices to ...

How Do You Develop a Team of Top Performers in Your Call Center?

Call center agents are at the heart of your business due to their level of customer interaction. Here’s a look at 3 ways to develop a team of top perf...

Frost & Sullivan Predicts Cloud-Based Contact Center Solutions to Accelerate in Australia

New Frost & Sullivan research shows cloud-based contact center solutions in the Australian market are predicted to accelerate over the next five years.

Forrester Report Predicts Investment in Analytics Over Next Two Years

New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.

The Power of Contact Metadata

Contact metadata is an important and often overlooked factor for successful speech analytics deployments. Read more on CallMiner's blog!

Phonetics vs. LVCSR: Under the Hood of Speech Analytics

Two approaches to speech recognition are commonly used in conversational analytics solutions: phonetics and LVCSR, each with their own pros and cons.

Speech Analytics 101: What is Speech Analytics?

Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.