Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to […]

The date has been fixed, the venue chosen, and the preparations are underway!! February 25th and 26th will find us hosting the 1st leg of the LISTEN World Tour at 8 Fenchurch, London for our customers, prospects, partners and industry watchers. The inaugural London LISTEN 2019 event was a huge success, featuring full house attendance, […]

Data mining is one of the most insight-giving and potentially the most powerful tool businesses can harness in the modern economy. The ability to recognize patterns comes with a myriad of benefits including: Better Marketing and Sales: Proper data mining provides insights that can help in creating the content and materials that will be necessary […]

CallMiner’s first UK Customer Analysts Forum uncovered some brilliant ways for speech analytics to deliver a great return on investment. The day consisted of five workshops that afforded analysts within our user community the opportunity to share some of their thoughts, successes and challenges with the application of speech analytics. Among the many learnings shared, […]

By Anya Korneyeva, Sr. Research Engineer at CallMiner Women make up 59% of the American workforce yet fill less than 17% of all roles in data and analytics — despite many holding degrees in related fields. At CallMiner I have been fortunate to work with a strong group of women in analytics across our teams […]

Data mining is the process of collecting, assimilating and utilizing information for anomalies and/or benefits. The data is typically collected from large databases and processed to determine patterns and other correlations. These patterns can be statistical; an example is that the unemployment rate can be derived and predicted using data mining. Correlations can also be […]

Business intelligence (BI) is a collection of tools and strategies that analyze and convert raw data into actionable and coherent information for use in business analysis to help in decision making. Every business has powerful transaction-oriented systems that store all data gathered from daily operations into repositories. To remain competitive, businesses must rediscover and utilize […]

If you’ve been ‘listening’ to our latest announcements, then you know that our annual industry-leading event, LISTEN 2019, will be taking place November 4 – 6 at Margaritaville in Hollywood Beach, Florida. Apart from bringing you the latest on our technologies, services, and best practices for achieving ‘velocity to vision’ with AI-fueled speech analytics, you’ll […]

Got a superstar in your organization who has gone above and beyond with their use of CallMiner and our suite of products to achieve great results and improve outcomes? Then now is your chance to honor that rockstar who is creating great results and positive change for your organization by nominating them for the prestigious […]

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat. […]

Contact centers contain a plethora of data that can drastically impact customer experience and your customer’s overall relationship with you. It’s the place where the voice of the employee, voice of the customer and the overall brand perception is conveyed. With all the interactions and words being exchanged and the importance of the insights that […]

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! We are […]

Call center agents interact with more customers daily than any other department of your company – and these conversations tend to be what makes or breaks the customer’s perception of the brand. That’s why it’s crucial to plan for every type of problem that a contact center agent could encounter, and that begins with not […]

More and more organizations are looking to build in-house data science or AI teams to use emerging technology and techniques to harness the power of their data.  With the growth of these internal data science teams, many companies are looking to gain greater control of all aspects their data programs to be more nimble and […]

What are the hottest topics in customer experience today? Data and Artificial Intelligence. The best way to uncover data is by utilizing what you already have access to – existing customer conversations. AI-fueled speech analytics is a solution more and more contact centers are embracing to tap into this goldmine of data. In our recent […]

This time of year is known as being the season of giving. And we at CallMiner are proud to not only participate in charitable giving during the holidays, but all year round. As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities. Whether in our […]

Recently the 11th edition of Contact Babel’s “US Contact Center Decision-Makers’ Guide”  the largest and most comprehensive study of all aspects of the US contact center industry was published. Customer interaction analytics is a key area of focus in the report, as their survey showed that only on average 30% of contact centers are using […]

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. Jo Causon, […]

If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear keen to move on to their next meeting rather than listen to you, then you’re […]

Fraud continues to be a significant problem for businesses around the world. As measures  to combat mail and Internet fraud increase, criminals are moving their attempts to contact centers. Too often contact center agents aren’t even aware that a potential fraudster is on the phone, making it impossible to prevent. It becomes even more challenging […]