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Creating Happy Agents By Removing Sources Of Agent Churn

          Most companies have teams focused on keeping customers loyal. That’s because everyone knows customer churn costs a business in multiple ways. But often, the same effort is not given to keeping call centre agents loyal and engaged. Perhaps that’s why call centre agent churn is as high as 26% in […]

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Three Vital CX Roles Played by Speech Analytics

  Agents interact with dozens of customers daily, and odds are they aren’t exactly calling to talk about their opinion on the Game of Thrones finale. Your employees encounter an influx of problems, ranging from simple to complex, that all need to be addressed in a way that not only follows organisational and customer expectations, but […]

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CallMiner Announces Keynote Speaker Lineup for LISTEN 2019 Speech Analytics User Conference

CallMiner’s annual event will feature presentations by renowned customer experience (CX) experts from Forbes, Forrester, and more WALTHAM, Mass. – June 26, 2019 – CallMiner, the leading provider of speech and customer engagement analytics solutions, announced today the keynote lineup for its annual speech analytics user conference, LISTEN, Nov. 4 – 6, 2019. The industry-leading […]

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CallMiner, Sitel Group and Holiday Inn Club Vacations to Spearhead Speed to CX Intelligence Discussion at Customer Contact Week 2019

CallMiner’s return to CCW to feature expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy WALTHAM, Mass. – June 21, 2019 – CallMiner, the leading provider of speech and customer engagement analytics solutions, will be partnering with customers Sitel Group and Holiday Inn Club Vacations to lead the conversation around the […]

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How Changing Customer Expectations Affect Churn

by Jason Sterns It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology, such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change. In its 2019 Customer Expectations Report, customer service software company Gladly revealed three new trends that are […]

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Say Goodbye to Agent Turnover, Not Your Agents

Retain your top talent by providing meaningful feedback, recognition and proper tools for the job. If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable, and then they leave. Deloitte reports […]

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Analyst to Advocate: How CX Technology is Making Your Role More Valuable

Too much data. Not enough time. These are the issues that are consistently brought up when evaluating the role of call center analysts. Time spent on mundane processes and wading through endless hours of conversations have devalued the position and limited its impact on the organization. The true value of the data originating in the […]

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CallMiner AI-fueled Speech Analytics powers Praxidia’s Enterprise Feedback Management solutions

WALTHAM, Mass., May 21, 2019  — CallMiner, the leading provider of speech and customer engagement analytics solutions, today announced its partnership with consumer consultancy Praxidia Knowledge Services, a specialized subsidiary of the Teleperformance Group, to optimize agent quality and customer satisfaction for contact centers and customer experience (CX) teams across the globe. Powered by the […]

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Q&A: Jeff Gallino on why call recordings are useless

We’re all used to hearing that our calls may be recorded for training purposes, but most people don’t give a lot of thought to what that really means–including, sometimes, the businesses doing the recording. Just like any data, your recorded calls are only useful if you can make sense of them and gain insight. Speech Technology […]

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Transforming the Call Center into a Competitive Advantage

  Surveys and net promoter scores alone are insufficient when painting an accurate picture of a company’s customer experience. Real insight in the call center is often ignored, but it has the ability to transform the entire customer journey, writes Jeff Gallino, CTO and Founder of CallMiner. For too long, customer experience (CX) has been […]

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Don’t Fall into the Text Analytics Trap

Customer experience (CX) professionals need to be vigilant when they hear promises like “your call center call recordings can be transcribed in real time and processed through text analytics to derive insights.” This refrain tends to be emphasized by CX platform vendors that rely exclusively on text analytics to process feedback from customers. Sounds reasonable, […]

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Agent Churn: It’s not you, it’s your employee engagement strategy

  Jeff Gallino, CTO and founder of CallMiner It’s no secret that contact centers are infamous for their high turnover rates, which average 45 percent year-over-year—more than double the average for all U.S. occupations. What most companies don’t realize, however, is that this doesn’t have to be the status quo. Identifying the signs an agent is about […]

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The Science of Conversation: Competitive Advantages Through the Call Center

Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to solve problems quickly, efficiently, […]

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From APIs to UC: Rounding Up the News from EC19

By Michelle Burbick Catch up on announcements that came out of the enterprise communications industry’s biggest event. Looking back on the week of Enterprise Connect 2019 can make your head spin. And if the countless attendee emails I’ve received are any indication, the general consensus seems to be that we all wish we could have […]

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The Right and Wrong Ways to Use Customer Analytics – Podcast Interview

by Brian Cantor, Customer Contact Week Digital When it comes to customer analytics, there is a vast difference between having a bias and having a plan. A characteristic of organizations more into affirmation than discovery,  a “bias” undermines the credibility and efficacy of customer intelligence strategies.  It blinds organizations from properly identifying challenges and opportunities within their journeys.  […]

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Organizing Data with AI for Better Speech Analytics Insight

Much of the value AI delivers within a speech analytics solution comes from its ability to perform categorization with machine learning. Every company understands that you need to listen to customer feedback for insight into your success and failure points within your contact center. This feedback is most commonly acquired from survey response. Customer feedback […]

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Improving the Customer Experience for Impactful Net Promoter Score Results

Every marketer worth their salt wants to boost their company’s NPS scores. The most direct and impactful way to accomplish this goal is through a prioritization on the customer experience. Customers confronted by complex processes or encounter rude support staff won’t result in an enjoyable experience. Any stumbling blocks placed in the customer’s way is […]

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CallMiner Makes AI-Fueled Speech Analytics a Reality

CallMiner Makes AI-Fueled Speech Analytics a Reality by Rich Tehrani, TMCnet CEO CallMiner allows organizations to extract intelligence from customer interactions,” said Scott Kendrick, VP of Marketing In an in-person interview. You may know their existing product line – Analyze, Coach, Alert and Redact. They improve sales performance, measure effectiveness of marketing campaigns, call center […]

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CallMiner Unveils New Eureka Capture Real-time Audio Acquisition for Speech Analytics at Enterprise Connect 2019

Capture technology offers instant, stereo audio acquisition with massive scalability for increased visibility to every contact center conversation ORLANDO, Fla. – March 18, 2019 – CallMiner, the provider of award-winning speech and customer engagement analytics platform, Eureka, today released the latest addition to its expanding product portfolio at Enterprise Connect 2019 — Eureka Capture. Capture […]

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CallMiner Visualize Powered by Tableau® Enriches Speech Analytics Insight with Graphical Impact

Explore, discover and visually express your Voice of the Customer data story across your organization to drive customer experience, enhanced service quality, sales and compliance. ORLANDO, Fla. – March 18, 2019 – CallMiner, the leading provider of award-winning speech and customer engagement analytics platform, Eureka, today announced the launch of Eureka Visualize for graphical data […]

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