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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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3 Ways Outsourced Call Centers Can Improve the Hiring and Onboarding Process

Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the right kind of talent in place.

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Improving “Avoidance” Behavior to Reduce Absenteeism

What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.

Compliance Analytics: Effectively Gathering and Making Use of Compliance Related Data

Using speech analytics to improve the compliance of your call center can save you money and help you avoid fines

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

Big Picture: What Is Contact Center Analytics?

Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more.

5 Reasons Your Call Center Should Be Using Cross-Channel Interaction Analytics

Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.

4 Customer Experience Questions Your Contact Center Must Answer

There’s no one-size-fits-all approach to delivering a positive customer experience, but asking these 4 questions can help you get started.

Say What? 3 Ways Sentiment Analysis Can Help Uncover Your Brand’s Reputation

What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reput...

Sarcasm in the Call Center? Yeah, right.

Sarcasm is notoriously difficult for both humans and machines to detect and even though most companies are concerned about it, they shouldn't be.

What Can Companies Do to Mitigate Risk in the Contact Center? [Resource Guide]

It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it.

How Can Contact Center Analytics Help Agents Improve Performance?

Contact center analytics evaluate agent performance in real time, leading to improved performance across a variety of areas. Here’s a look at how.

3 Ways to Increase Agent Job Satisfaction in the Call Center

Attracting & retaining the right kind of talent in the call center can be a tricky business. Here are 3 steps to increase agent job satisfaction.

Key Benefits of Speech Analytics for Postsecondary Education (CallMiner Examples)

Enrollment at for-profit institutions makes up 12% of all postsecondary students. Here’s how speech analytics can help your call center drive complian...

3 Quick, Easy Ways to Diffuse a Customer Call Gone Wrong

What are some of the best ways for call center agents to diffuse customer calls gone wrong? Here’s a look at 3 best practices.

5 Ways to Deliver Constructive (and Motivating) Feedback to Your Sales Team

Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience.

How to Provide Multi-Channel Customer Support in Today’s Digital Era [Resource Guide]

CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.

3 Reasons Why It’s Important to See Results from Speech Analytics – and Fast

Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!

Call Center Scripting Tips for Sounding Like a Real Person (Instead of a Robot)

What can call center agents do to ensure they handle customer concerns efficiently? Sound like a real person (instead of a robot). Here’s how to do it.

Speech Analytics for Collections: Why Is It Important?

Speech analytics for collections can eliminate call center compliance risk, improve agent performance, and increase recovery rates. Here’s a closer lo...

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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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