Callminer Blog

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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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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.

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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.

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

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...

Consumer Empathy: 5 Tips for Deepening Customer Empathy

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

Call center metrics agents should be aware of…but probably aren’t

We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what man...

Call Center Statistics You Should Know

Here 25 interesting call center statistics that may prove helpful in deciding whether the use of one for your own business's strategy is appropriate.

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...

Sentiment Analysis Tools Buying Guide

Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the proc...

Contact Centre Predictions for 2020

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

25 Employee Satisfaction Survey Questions You Need to Ask

Understand these top 25 key employee satisfaction questions that you should be asking your employees for better insight and results.

Call center metrics: Examples, tips & best practices

These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.

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 ...

CFPB Arbitration Rule: Definition and Best Practices

An understanding of the CFPB arbitration rule illuminates some of the struggles between organizations and consumers. Learn more about its implementati...

VOE definition: What is a Verification of Employment (VOE)?

Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Empl...

Data Mining Tools Buying Guide: Expert Tips for Choosing the Best Data Mining Tools

To help you find the right data mining solution, we’ve compiled a list of tips, quotes and other insights from experts around the web.

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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 AI-powered conversation intelligence and customer experience (CX) automation. Our platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.

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