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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What is the Telephone Consumer Protection Act (TCPA)?

The Telephone Consumer Protection Act was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing systems

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Are you ready to deliver next generation customer experience through an Omnichannel Contact Centre?

It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword.

Improve first call resolution rate beyond the industry standard

Call center managers are constantly looking for metrics to improve their agents' performance. First call resolution has come front and center in that ...

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

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services.

Omnichannel Data & Analytics: Making Omnichannel Work

The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results.

Restructuring Your Talent Strategy Through Workforce Planning

Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements.

NLP, AI & Speech Analytics in the Contact Center

Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers.

Multi-Tasking & Active Listening for Call Center Agents

In addition, speech analytics software can help managers understand and measure their agents' empathy.

How Marketers Can Leverage Big Data for CX Insights: 35 Marketing Experts & Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Lever...

Call Center Ideal Call Flow Scripts: Helping or Hurting?

Sales agents use call flows frequently - but all contact center agents can also benefit from ideal call flows. Learn more about ideal call flow script...

Leveraging natural language processing and NLP tools to their fullest

There are three common mistakes that most businesses are making when relying on software that offers natural language processing.

What is Interactive Voice Response (IVR)?

Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staf...

CallMiner’s Brian LaRoche Talks Customer Engagement Analytics

Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017.

What is Mini-Miranda?

Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral.

Use Big Data for a chance of having a Big Year in 2017

In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.

Why You Should Add Predictive Analytics to Your CEM Toolbox

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

How Companies Can Best Leverage Customer Data

To understand the customer journey, companies must leverage the wealth of customer data at their disposal. Read how MDM & speech analytics can help.

“The only way to do great work is to love what you do.” Steve Jobs

One can argue about the reasons why it is important, however what is ultimately an indisputable net result of employee unhappiness is disengaged emplo...

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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

As a leader among speech analytics vendors, CallMiner offers industry-leading omnichannel contact center solutions that drive call center optimization and improve business performance metrics. CallMiner’s conversation analytics technology captures and analyzes 100% of customer conversations across all channels, providing insight that can drive call center performance metrics and enhance omnichannel support. CallMiner simplifies customer touchpoint mapping with an automated journey map tool that delivers clearer understanding of the customer’s mindset and emotions. And automated performance scoring and detailed, real-time analytics of every conversation make it easy to monitor performance, implement call center best practices, and support the work from home call center agent.

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