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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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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. Below are some stats from the report.

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Stop Avoidable Customer Churn With Great Agent Behavior

The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to swit...

Collection Success Stories in the Contact Center: Part 2

Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent ...

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

CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction, and Alerting

Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and superviso...

5 Ways to Define What Enterprise-Ready Means for Speech Analytics

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organiza...

Not Valuing Customers Leads to $136 Billion Switching Epidemic

New research by reveals that US businesses have contributed to a switching epidemic by not valuing or listening to customers when they have problems.

20 call center pros share the most undervalued call center metrics and how to better leverage them

We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to...

Announcing Medallia Partnership to Empower Voice of the Customer Insights

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

Thoughts From The AI Summit In San Francisco

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.

50 Must-See Customer Engagement Presentations

We’ve rounded up 50 must-see customer engagement presentations from industry thought leaders who specialize in omnichannel customer engagement.

Making Sense of CX Alphabet Soup: NPS, CSAT, CES

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer expe...

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

BPO vs. KPO Call Centers: Which Is Best For Your Call Center?

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

5 Values of Speech Analytics for the Insurance Industry

Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media.

Putting Customer Conversations to Work in the Call Center

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics ...

Collections Success Stories in the Contact Center [Video]

We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consisten...

What is Collection Analytics? Definitions, Benefits, and More

Collection analytics are used in developing collection strategies to help categorize customers and determine which accounts have a higher probability ...

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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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