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The latest industry trends and insights from our CallMiner thought leaders to help you get the most out of conversation analytics and improve your business.

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The Two Words on Everyone’s Minds: Business Continuity

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

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CallMiner Research Lab

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.

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

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.

Call Center Regulatory Compliance

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

Scheduling Software for Call Centers: Buying Tips & Best Practices

This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization.

37 HR professionals & hiring managers share the most useful customer service interview questions

We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing customer service managers for cal...

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...

9 Call Center Environment Best Practices

Here are 9 best practices your call center management team can implement right now in order to keep your call center environment both welcoming and pr...

Operational Challenges in the Call Center Industry

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

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.

5 call center training best practices

Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand.

Call Center Floor Rules

The floor of any call center is a mission-critical space. Keep your call center floor running smoothly with these call center guidelines and rules.

Call Center Metrics Best Practices

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and mo...

What is CSAT? Definition, tips & how to measure CSAT

CSAT scores, the metric used to measure customer satisfaction, is a crucial KPI for successful call centers. Learn more about customer satisfaction sc...

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Get to know our featured authors.

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Jeff Gallino

CEO & Founder

As CEO and founder, Jeff is focused on CallMiner's strategic direction and operational execution. Jeff has more than 25 years of experience [...]

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Bruce McMahon

Chief Product Officer

As Chief Product Officer at CallMiner, Bruce is responsible for product management, strategy, and roadmap. He has more than 15 years of expe [...]

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Frank Sherlock

Vice President, International

Frank Sherlock is the VP for CallMiner International, responsible for expanding CallMiner customer footprint in the region. Based in the UK, [...]

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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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