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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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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.

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CallMiner Research Lab

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...

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

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.

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...

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...

7 Tips for Providing Exceptional Customer Experiences

How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read mo...

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 pract...

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.

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...

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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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