Speech & Conversation Analytics

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

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Does your call recorder prime or prevent analytics?

More businesses are deploying call center analytics. Read this blog to learn how your current or future call recorder can prime you for effectively im...

What is customer loyalty?

Gaining a deeper understanding of customer loyalty and the benefits it holds is an important first step to take towards developing your customer base....

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

What is conversation intelligence?

Read this blog to better understand conversation intelligence, how it works, its benefits, and what to look for when selecting a conversation intellig...

How to use the customer retention rate formula

Read this blog to learn how to use the customer retention rate formula, common variations, and how you can put it to use in your organization.

Buyer's guide: How to choose the best NLP software

This blog reviews what natural language processing is and explores expert tips and best practices for choosing the best NLP software for your business...

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...

Speech analytics 101: What is speech analytics?

Read this blog to learn the basics of speech analytics, as well as understand its value and why its use is so widespread today at leading organization...

Everything you need to know about brand experience

How consumers feel about your brand has a powerful influence on the success of your business. This blog provides best practices and insights into driv...

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...

Four need-to-know CX trends for financial services firms in 2023

Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key ...

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...

How technology can enhance customer communication and engagement

CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections ...

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 ...

25 strategies to boost patient satisfaction and improve patient experience

As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention...

How to measure and prevent customer churn

Read this blog to understand why it’s important to measure customer attrition and take action to reduce and prevent customer churn.

What is omnichannel customer experience analytics, and how should you use it?

Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to le...

25 use cases & examples of real-time analytics

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a rang...

CallMiner Product Innovation Series: January 2023

CallMiner's VP of Product Management, Bruce McMahon, shares highlights from the 2023.01 release, which empowers users to get the most out of the CallM...

How to track customer sentiment

Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve ...

What is product innovation and why is it important?

Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation i...

Three ways conversation intelligence can improve brand experience and the bottom line

From campaign strategy, to crisis management, to brand sentiment, read about three ways CMOs can leverage conversation intelligence to understand cust...

28 mistakes to avoid when measuring customer churn

In order to keep valued customers as long as possible, organizations must identify when customers leave and why. This blog looks at the common mistake...

25 benefits and best practices to get started with real-time analytics

Companies today manage ever-increasing volumes of data. Read this blog for expert tips and best practices for getting started with real-time analytics...

CallMiner Product Innovation Series: December 2022

CallMiner's VP of Product Innovation, Bruce McMahon, shares highlights from the 2022.12 release in his latest product innovation blog.

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...

30 business leaders share tips for building customer loyalty

Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 3...

What is text analytics and how does it work?

Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytic...

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...

CallMiner Product Innovation Series: LISTEN 2022

CallMiner's VP of Product Management, Bruce McMahon, talks about highlights from his LISTEN 2022 keynote, including recent innovations and future inve...

Improving customer engagement in a challenging economic climate

Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic chan...

The H.U.M.A.N.E approach to CX: Six steps for improving customer interactions with AI

As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Re...

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...

CallMiner Product Innovation Series: October 2022

CallMiner's VP of Product Management shares highlights from release 2022.10, including Coach enhancements, new Solutions Catalogue language support, a...

CallMiner to highlight new Experience Management capabilities and solutions at LISTEN 2022

Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including c...

Five ways to improve customer satisfaction in the digital age

Optimizing customer experience in the digital age requires a process of continuous improvement. Read on to learn more about making the most of your CX...

27 experts and business leaders share 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...

How to capitalize on customer feedback with conversation intelligence

It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cas...

Tailor customer experiences with artificial intelligence

Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporat...

Benefits & best practices for adopting conversation intelligence

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

CallMiner Product Innovation Series: September 2022

CallMiner's new Product Innovation Series showcases advancements made to the CallMiner platform. The 2022.09 release introduces new functionality acro...

CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount...

LISTEN is back! Join us in Miami, Oct. 31 – Nov. 2

CallMiner's annual LISTEN conference is back in person at Loews Miami Beach Hotel in Miami, October 31 through November 2. Register today for three da...

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...

Six best practices for omnichannel customer engagement

Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omni...

Technical basics series: PCA for "A/B" testing

Read this post from the CallMiner Research Lab to learn how to perform an "A/B" test and use PCA for ranking feature importance.

Here are the most overlooked tactics for improving customer experience

There is no single method for improving customer experience, and effective strategies are often ignored. Read on for our experts' list of the most ove...

Can technology help organisations meet the recent FCA Consumer Duty requirements?

With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulne...

Four Voice of the Customer (VoC) methodologies to gain valuable insights

VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring o...

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...

25 top sales methodologies and best practices

Read this post to learn tips and best practices for adopting an innovative sales methodology.

22 healthcare professionals share considerations for patient satisfaction surveys

Read this post to learn about improving patient satisfaction surveys and the overall patient experience.

Tips and best practices for managing a remote call center

Read this post to learn tips and best practices for managing a remote call center.

What are omnichannel contact center solutions?

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel co...

How can artificial intelligence help shape the future of collections?

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, will explore how at Credit Connects Online Collections Technol...

Congratulations to our 2022 LISTEN UK Award winners!

After two years, we were back in person at the end of May for our fourth LISTEN UK user conference! Read this blog to learn more about the 2022 LISTEN...

25 quotes on customer experience from CX professionals

Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professional...

Four eras of AI innovation in conversation intelligence

Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric com...

Technical basics series: The singular value decomposition (SVD) 101

Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. Learn more about SVD applica...

What is a conversation intelligence platform?

Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suit...

Five ways to be a better ally in contact centers

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change t...

Four ways to create a better customer experience

Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your...

CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix indepen...

What is continuous business performance improvement?

Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organi...

What is customer experience management and why it matters

Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools need...

Detecting customer emotions with CallMiner

Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner pla...

What is Contact Center as a Service (CCaaS)?

Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment...

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...

What is customer lifetime value?

Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used...

25 tips for setting B2B sales goals

Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals.

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...

Four steps to improving the patient journey

As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey...

Understanding post-call vs. real-time audio capture

Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how cus...

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.

Six Healthcare Call Center Best Practices

Read this blog to learn how providers in the healthcare industry can improve their patients’ experiences by optimizing their healthcare call centers.

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 ...

Top three departments that will be transformed by customer insights in 2022

Think customer feedback is just for the contact center? Think again. Customer insights can be leveraged across sales, CX and product teams. Read this ...

25 of the best sales books to hone your skills in 2022

Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books...

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.

Here's why patient satisfaction is so important

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences.

What is sales conversation analytics?

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates.

Tips for improving customer satisfaction (CSAT)

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its custom...

CallMiner State of the Business: Reflecting on an impactful H2 2021

We have made strong progress in helping organizations drive business performance improvement with conversation analytics. Learn more about us here.

What is patient experience and why it matters?

Read this blog to learn what patient experience and patient service is, how it differs from patient satisfaction and why it's important to healthcare ...

Best practices for B2B and enterprise sales reps

Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversation...

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...

Buyers Guide: How to choose the best customer service software

Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business.

And the winners are…congratulations to our LISTEN 2021 Award recipients!

We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. ...

How much AI is ‘real’ in CallMiner? All of it.

The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend o...

Omnichannel customer service: Tips for great experiences

Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important ...

Call center analytics software buying guide

Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover...

Understanding the different types of customer satisfaction

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are nu...

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...

How to improve customer satisfaction (CSAT) and business performance

Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans.

25 tips to increase customer satisfaction

Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction.

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

Technology continues to evolve. Rick Britt shares why it’s time to start moving the needle using technology like sales conversation analytics.

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

23 call center experts share their most impactful call center innovation that helped transform their business and improve call center KPIs.

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

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).

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

Call center representatives must go above and beyond to ensure customer satisfaction. Learn what call center skills are crucial for a great customer e...

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

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

100 call center management tips: Insights & advice for hiring & training call center agents

Call center management involves more than just scheduling agents. Proper call center training and hiring practices are crucial for an effective contac...

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 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 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

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.

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 share 22 ways for customer experience managers to handle a disgruntled call center employee and improve employee e...

12 call center best practices

Proper call center management is integral to improving customer experience. These call center best practices will help optimize your call center opera...

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.

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.

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.

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...

Voice of the Customer tools and best practices

Here are the most effective tools and best practices you can incorporate into your company's Voice of the Customer programs and initiatives.

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.