Fraud Spreads as Does the Coronavirus: Steps to Take

As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly growing problem to monitor – fraud. In response to the Coronavirus pandemic, fraudsters are taking advantage of the fear that has already been shown to induce panic-driven […]

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What is Sentiment Analysis? Tools, Best Practices & More

Analytics of all sorts provide invaluable insight to managers and team leaders in charge of call center operations. Among the many metrics worth considering to improve your organization’s efficiency, sentiment analysis stands out as particularly powerful. Whenever a customer interacts with your brand, their overall experience can play a significant role in deciding whether they […]

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

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of […]

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What is Business Intelligence? Examples, Uses & More

Business intelligence (BI) stands at the intersection where big data and data science best practices meet. Modern business intelligence solutions surface actionable insights to management teams and company leaders through the use of a variety of data mining techniques as well as integrated report generating features and analytics tools. In this article we cover the […]

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Call Center Regulatory Compliance

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Such organizations regularly intercept and process […]

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First Call Resolution Ideas

Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve […]

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Key Takeaways From Our First UK Customer Analysts Forum

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, […]

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

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. […]

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

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 […]

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Join Us This Summer for WebinarStock!

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 […]

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Find Out Why Customers Engage Through the Science of Conversation

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 […]

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3 Potential Pitfalls of DIY Speech Analytics

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 […]

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AI Webinar with Forrester Highlights: What Does Enterprise Ready Mean?

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 […]

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CallMiner Employees Give Back Year Round

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 […]

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Breaking Down the Speech Analytics Vocabulary

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 […]

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

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, […]

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Stop Avoidable Customer Churn With Great Agent Behavior

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 […]

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Speech Analytics Is A Crime Fighting Agent!

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 […]

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Thoughts From The AI Summit In San Francisco

To most of external world we are a call center platform, more specifically a call center change and insight software.   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.  If you can indulge me for the next few […]

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LISTEN 2018: New Keynotes, Workshops & Sessions Announced

CallMiner’s LISTEN is the industry’s leading event for customer engagement analytics professionals. It brings together analysts, thought leaders and product experts to share best practices on acquiring intelligence from customer interactions. This year’s event will be held October 23 – 25, 2018 and will feature new keynotes, session tracks customized to your role and analytics level, pre-event […]

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