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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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20 Call Center Pros Reveal the Biggest Things Companies Overlook When It Comes to Call Center Compliance Issues

Call centers are constantly under pressure from regulatory compliance concerns.

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Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But...

Auto finance debt collection tips: Regulations, outsourcing collections, best practices, and more

Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue.

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

21 Call Center Leaders Reveal What’s Keeping Call Center Managers Up at Night

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that they are running a call center operat...

What is Artificial Intelligence (AI)? A Definition of Artificial Intelligence, Challenges and Benefits of AI, and More

Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans.

Top marketing analytics presentations

For all of the benefits of using marketing analytics, many companies and senior marketing executives continue to struggle with implementing marketing ...

5 Keys to PCI Compliance in the Call Center

How can call centers remain PCI compliant and instill customer confidence that data is being protected? Here are 5 key ways:

NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?

Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the...

Combatting the Surge in UK Energy Switching

This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.

Using Speech Analytics to Identify Vulnerable Customers

Both UK energy and water companies offer services specifically designed to support customers in vulnerable positions due to situations such as medical...

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...

Cloud vs. On-Premise Call Centers: Key Differences, Benefits, and More

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer...

Marketing Data Analysis Tips: 51 Marketing Data Analysis Tips and Tricks, Analysis Techniques, and More

We’ve rounded up 51 marketing data analysis techniques and tips from leading data analysts to help you take actions that generate results.

What Is Escalation/Incident Management? Prevention, Challenges, and How Real-Time Monitoring Can Help

Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ call...

Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More

Call center training isn't just for onboarding new employees. Call center managers should be providing ongoing coaching for all call center employees.

What Are Call Center Industry Statistics in 2017? Here’s what you Need to Know.

Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.

What is Service Delivery Optimization?

This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact c...

How to measure & improve call center average speed of answer

Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resol...

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Jeff Gallino

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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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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 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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