Voice of the Customer (VoC)

Through sentiment and emotion analysis, you can gather insights from unsolicited feedback into how customers feel and improve real-time conversation outcomes.

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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.

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 ...

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

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 ...

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...

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...

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 ...

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...

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...

Seven CX solutions: tips and best practices for improving CX in the contact center

Read this blog for seven tips and best practices for improving CX in the contact center.

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...

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...

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...

Components of a modern VoC program

Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer i...

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...

22 healthcare professionals share considerations for patient satisfaction surveys

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

CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends w...

25 customer satisfaction survey questions and examples

Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy. 

29 leaders share the best ways to increase customer lifetime value

We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best pract...

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...

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...

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...

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...

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...

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 ...

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.

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...

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...

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...

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.

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...

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.

Understanding and Leveraging Voice of the Customer

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

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.

What is Customer Feedback Management (CFM)?

See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisio...

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.

What is customer value?

Understand how to define what customer value is for your company, why it's important, and how good customer experience and satisfaction enhances its v...

What Are Customer Analytics?

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

Customer Journey Mapping: Templates, Examples & Tools

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

What is Voice of the Customer? Templates, Examples & More

This article describes the Voice of the Customer process in great detail and provides a few useful templates and examples of the functions that compri...

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.

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.

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.

Consumer Empathy: 5 Tips for Deepening Customer Empathy

Learn 5 tips for deepening customer empathy to create positive customer experiences with every interaction.

Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

Learning how to optimize your own surveys can help your business capture key information from customers consistently.

5 Standards of Excellent Customer Listening

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

What is NPS? Definition, Techniques, Tools and Tips from Experts

Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.

Customer satisfaction survey questions: Tips, examples & best practices

Customer satisfaction surveys are crucial for gauging customer experience and allow you to take steps to further improve customer satisfaction.

Want to Improve the Patient Experience? Stop Sending Bad Surveys

When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is r...

Customer Experience Analytics: 25 Expert Tips & Best Practices

Learn how to leverage customer experience analytics from the pros! Hear from call center experts as they share their best practices for utilizing CX a...

What is a Customer Experience Map? How to Create an Effective Customer Experience Map

Customer experience (CX) mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create a customer experience m...

Customer Experience Management Tips & Best Practices

Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.

3 Reasons Why Agent Empathy Makes for Happier Customers

Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a probl...

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of ...

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

Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here.

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

Companies look to solicited feedback, surveys, review sites, etc. for how they are doing. Here are 6 ways to go beyond that with speech analytics.

Solution News: CallMiner Launches Customer Experience Solution Pack

The CallMiner Customer Experience Solution Pack is designed to harness data, as well as accelerate time to insight with a categorization framework des...

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

The CallMiner Index reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel pref...

How Listening to Customers Impacts Your Bottom Line

The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. B...

Announcing Medallia Partnership to Empower Voice of the Customer Insights

CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.

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...

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.

What Are Customer Satisfaction Rating & Importance Scales? Challenges and Best Practices for Using Customer Satisfaction Rating & Importance Scales

As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the custo...

What is Customer Journey Mapping? How It Works, Challenges, Benefits, and More

Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes.

Top 5 Metrics for Measuring Customer Satisfaction

In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfa...

41 Marketing and Sales Experts Reveal the Most Under-Utilized Way to Capture the Voice of the Customer and How to Better Leverage It

To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.

6 Steps to Improve Your Customer Satisfaction Surveys

Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to im...

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...

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.

Talk with one of our experts to find out how our platform can help drive your business.

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CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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