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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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7 (More) Contact Center Operations

A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best practices.

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5 Reasons Speech Analytics Is Critical in Call Center Collections

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

How to Use Engagement Analytics to Measure Customer Satisfaction

By embracing and deploying customer engagement analytics, companies can overcome the shortcomings inherent to relying exclusively on surveys.

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

3 best practices for first call resolution

Today’s competitive consumer marketplace demands that customer-facing companies adopt strategies to foster meaningful interactions with customers.

Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

More executives are turning to advanced analytics to measure customer and agent interactions and ensure their call centers are performing at a high le...

How Does Collections Analytics Improve Agent Performance?

Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most?

How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer?

3 Reasons Every Call Center Needs an Contact Center Operations Dashboard

An agent performance dashboard is an ideal solution for improving agent performance and the customer experience. Read why.

How Do You Define Call Center Adherence Best Practices?

In the call center, it is critical to make the most of your agents’ time. Read more about call center adherence best practices from industry experts.

5 Call Center Agent Performance Metrics You Need Right Now

Having the right call center performance metrics in place can improve agent performance and the overall customer experience. Learn how.

Exploring gamification for health care payment collections

Gamified payment collection would be a great fit for many health care providers.

Maintaining compliance in inbound customer service call centers

Compliance doesn’t just happen – call centers need to deploy the right tools and strategies.

What Are the Best Contact Center KPIs for Your Operation?

In order to drive a better customer experience, call centers must have the proper KPIs in place. CallMiner has outlined some of the best metrics to he...

7 Call Center Best Practices from Industry Experts

To uncover some of the best ways to drive call center efficiency, CallMiner compiled a list of call center best practices from industry experts. Read ...

Three most important factors for contact center success

For any contact center to thrive, its decision-makers need to have the right priorities.

How to Maintain Contact Center Compliance [Resource Guide]

Companies that regularly handling financial transactions have a responsibility to protect consumer data. Here’s how to maintain PCI compliance in the ...

How Collection Analytics Drives Improved Call Center Performance

Contact centers face the constant challenge of maximizing payments while staying up to date with compliance rules and regulations. Here’s how collecti...

Ask the Experts: What Is Your Speech Analytics Definition?

It’s helpful to review speech analytics definitions to determine the right solution for your business’ individual needs. Here’s what the experts have ...

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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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