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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20 call center pros share the most undervalued call center metrics and how to better leverage them

We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to find out if you’re overlooking important KPIs.

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Announcing Medallia Partnership to Empower Voice of the Customer Insights

CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.

Thoughts From The AI Summit In San Francisco

Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.

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

50 Must-See Customer Engagement Presentations

We’ve rounded up 50 must-see customer engagement presentations from industry thought leaders who specialize in omnichannel customer engagement.

Making Sense of CX Alphabet Soup: NPS, CSAT, CES

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer expe...

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

BPO vs. KPO Call Centers: Which Is Best For Your Call Center?

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

5 Values of Speech Analytics for the Insurance Industry

Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media.

Putting Customer Conversations to Work in the Call Center

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics ...

Collections Success Stories in the Contact Center [Video]

We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consisten...

What is collection analytics? Modern strategies for higher recovery

Learn how collection analytics uses AI to help agencies categorize customers, optimize accounts receivable, and improve compliance.

7 Ways of Using Speech Analytics To Shape Your AI Strategy

Learn how speech analytics can inform your artificial intelligence (AI) strategy and optimize your customer experience by uncovering valuable customer...

Improving Healthcare Customer Experience With Speech Analytics

Here are four ways speech analytics assists healthcare providers with regulatory compliance.

New research gives you 25 billion reasons to understand why customers say goodbye

CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least...

SiriusXM CallMiner Success Story Podcast Highlights from CCW

During the recent Customer Contact Week event, I had the pleasure of joining CallMiner customer, Emily Deragon, a senior solutions manager for SiriusX...

4 Measurements of CX Success in the Outsourced Contact Center

Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance.

Keep Your Call Center At-Home Agents Engaged

It is essential that you create a plan and strategy for keeping at home agents engaged from afar. Read 8 tips to keep remote call center agents engage...

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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

CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.

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