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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 Do’s and Don’ts of Customer Engagement Analytics from CCW

Here are a few “do’s and don’ts” to consider from CCW interview when integrating a customer engagement analytics platform to improve your business strategy.

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CallMiner Research Lab

Ask the Expert: 6 Questions About AI in the Contact Center

CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial i...

CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the t...

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

Gamification and Analytics Drive Better Agent Engagement and Performance

Using analytics and gamification is an effective way to encourage successful agent engagement with the right incentives to measure, monitor, and promo...

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.

19 Experts Reveal the One Aspect of Call Center Regulations They'd Improve

Call center regulations are complex and stringent. Here's what a panel of 22 experts had to say about what they’d change about call center regulations.

CX Analytics Summit London Was a Jolly Good Time

The event featured speakers from CallMiner experts and customers Cabot and DLG who shared their stories of analytics success.

How Trends Are Changing With Unified Communications

Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, b...

See CallMiner At Enterprise Connect 2019!

Meet us at Enterprise Connect. CallMiner has a number of activities going on which we invite you to attend that focus on AI, contact center technology...

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...

The Call Center Can Be a Thin Line Between Love and Hate

Read three things I think your call center could do to drive higher levels of customer satisfaction.

7 Things Contact Center Agents Know To Be Happy In Their Job

Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.

Hear from the Experts How AI Drives Better Customer Experiences

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportun...

10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a bette...

How Contact Center Agent Self-Assessment Improves Results

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customer...

3 Ways to Improve Your Call Center Monitoring Practices

Call monitoring is crucial for an effective call center. Learn 3 call center monitioring best practices to help improve your call center operations.

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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 intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI analytics and machine learning. By elevating insights from the contact center to the boardroom, 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 all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality.

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