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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 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.

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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.

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

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...

3 Key Questions to Ask When Identifying Your Customer’s Persona

Researching customer personas can ensure the customer experience caters to an individual’s wants and needs. Here are 3 key questions to ask to identif...

4 tips to consider for your quality call monitoring

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.

The Importance of Analyzing Customer Conversations with Speech Analytics [Resource Guide]

Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more.

13 Things You Didn't Know About Speech Analytics

Think you know a lot about speech analytics? Take a look at our list of 13 things you might not know…

Are Language Barriers in the Call Center Hurting Your Business?

Are language barriers in the call center hurting your business? Here are 3 ways speech analytics can help you overcome these obstacles. Read more.

Unifying the Customer Experience: How Do You Do It and Why Is It Important?

Today’s customer expects a unified experience across communications channels. Here’s why customer service agents need to embrace multi-channel support...

6 Must-Read Call Center Research Reports on the Future

CallMiner has compiled a list of 6 must-read research reports that cover trends & challenges shaping the contact center industry’s future. Read more.

10 Keys to PCI Compliance in the Call Center

Failing to protect customer privacy can result in serious fines and reputation issues. Here are 5 keys to PCI compliance in the call center.

6 Questions to Ask When Evaluating Speech Analytics Software

Investing in speech analytics software is a big decision. Check out these 6 questions to help you find a solution to suit your needs.

Using Speech Analytics to Improve Sales Effectiveness for Agents

For performance marketers, the contact center plays a crucial role. Here are 3 ways speech analytics can improve agent performance in sales-based call...

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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 conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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