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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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Using call center analytics to generate revenue

When utilized effectively, call center analytics can have a big impact on a company’s bottom line.

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5 Things You Didn’t Know About Voice Analytics Technology

Voice analytics technology may offer considerable business benefits, but many organizations simply don’t know much about it. Here’s a look 5 unknown f...

What Are the Benefits of Workforce Optimization in the Call Center?

Workforce optimization in the call center can lead to improved agent performance and better interactions with customers. Read more.

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

TCPA Safe Harbor: What Is It and Why Should You Be Aware of It?

TCPA compliance has increased in importance due to last year’s FCC Declaratory Ruling. Read how TCPA safe harbor and speech analytics can help.

FCR – One call, that’s all

Industry experts have long estimated that 25 cents of every dollar spent by a call center goes toward fixing issues that weren’t properly addressed du...

What’s the Best Way to Manage and Empower Call Center Agents?

Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more.

What Is wrap up time in the call center?

What is wrap up time in the call center – and why is it important for driving efficiency and improving the customer experience? Take a look in CallMin...

What Are the Benefits of Interaction Analytics in the Contact Center? [Resource Guide]

Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest reso...

How to Enrich Customer Interactions: 3 Actionable Tips

Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optim...

5 Tips on How to Improve Customer Engagement in the Contact Center

Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read ...

How Customer Engagement Analytics Can Improve the Customer Experience

Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in Ca...

What Can Call Centers Do to Prioritize the Customer Experience? [Resource Guide]

Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.

5 Must-Read Research Reports on the Customer Experience in 2015

Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.

3 Ways Speech Analytics Can Improve Call Center Compliance

Speech analytics plays a pivotal role in driving call center compliance. Take a look at how.

How to Reduce Stress in the Call Center Environment: Checklist

Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech a...

How Sentiment Analysis & Social Listening Can Improve the Customer Experience

How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysi...

How Speech Analytics Can Reduce Costs & Improve Contact Center Efficiency (Case Study Examples)

CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case s...

Speech Analytics: A Game-Changer for Immediate & Relevant Agent Coaching Opportunities

How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.

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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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