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Nearly 74% of Consumers Will Switch Providers After a Poor Contact Center Experience, According to New Research

Despite the proliferation of self-service options, phone-based customer support remains the most popular and critical customer service channel for brands, according to the 2020 CallMiner Churn Index, which was released today. CallMiner found that consumer reliance on phone-based customer support increased by 17% since 2018. The stakes are also higher: Nearly three quarters of consumers […]

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British Businesses Lose Nearly £5 Billion due to Unplanned Customer Churn

Despite new UK regulations that encourage consumers to save money by changing suppliers, average customer churn increased by only 3.7% versus 2018, according to the 2020 CallMiner Churn Index which was released today. While consumers are showing increased motivation to stay loyal, CallMiner’s study estimates that British businesses still lose £33.4 billion[i] per annum due […]

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Caring for Customers During a Pandemic

The COVID-19 crisis is reshaping the consumer mindset. How to retain trust and loyalty for the post-pandemic world. The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care and the economy. In just a matter of weeks, lifestyles were dramatically altered, businesses […]

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CallMiner Wins 2020 People’s Choice Award for Speech Analytics

CallMiner has been named a People’s Choice recipient for Speech Analytics. The award, from Speech Technology Magazine, recognizes CallMiner’s dedication and commitment to delivering positive customer experience and engagement throughout the contact center. “This year marks the 25th anniversary of Speech Technology magazine’s founding, and the industry is showing no signs of slowing down when […]

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Free Customer & Employee Impact Assessment Helps Brands Navigate Coronavirus Challenges

CallMiner today announced the launch of its CallMiner Analytics Rapid Evaluation (C.A.R.E) assessment, which provides an automated snapshot of how the coronavirus is impacting an organization through voice of the customer and work-from-home voice of the employee agent insights. “At CallMiner, we recognize our unique ability to help businesses better understand and serve their customers […]

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Transforming Customer Interactions with Conversational Insight

CallMiner transforms customer interactions and business operations with conversational insight. Its leading speech analytics platform, Eureka, fundamentally changes the way businesses understand and act on the Voice of the Customer (VoC) and the Voice of the Employee – enabling brands to create positive experiences, improve performance and satisfaction, and drive profound business change. Eureka leverages artificial intelligence […]

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CallMiner Uses Speech Analytics To Identify And Crowd Source Answers To Surprising Customer Queries

Amid this crisis that we are currently going through, I’ve been hearing lots of stories from organizations saying that customers are calling them and asking lots of surprising and non-product or service related questions. They’ve been asking questions like: Can I go to the dentist? Can I get my hair cut? Can my pet get […]

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CallMiner Collaborates with Customers to Improve Contact Center Operations, Performance and Service Amidst COVID-19 Pandemic

A growing number of CallMiner customers – which include some of the world’s largest brands, financial institutions, communications companies, and business process outsourcers – are actively working together to develop and share resources and best practices for managing operations and solving COVID-19-related concerns in the contact center. “Contact centers globally are experiencing a massive change […]

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Inspired CX—The Provider Community Takes Care of Customers, Staff, and Community During Crisis

This period may be remembered as the finest hour for CX. For better or worse, some companies are proving that they are who we thought they were, while others surprise with heretofore unknown demonstrations of CX resiliency and agility. Recently, I wrote about how CX practitioners are helping their organizations navigate these uncharted waters and mitigating […]

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4 Ways Speech Analytics Prevents Employee Churn in the Contact Center

Business moves fast, but employee engagement strategies have failed to keep up. Here’s how the contact center industry is using technology to transform the employee experience, Jeff Gallino, CTO, and founder of CallMiner. Despite 71% of executives agreeing that employee engagement is critical to their company’s success, a staggering 85% of employees are not engaged. Too many companies […]

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Make the Contact Center Your Powerhouse During Uncertain Times

Now more than ever, customer experience (CX) is every business’s last sustainable competitive advantage. Yet too many brands are falling behind the curve. According to Forrester, CX remained stagnant between 2017 and 2018, and improved a mere 0.4 percent last year. With COVID-19 currently impacting every level of every industry, companies are faced with a […]

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Artificial Intelligence in Call Centers: Driving Performance Through Automation

Working in the customer service field isn’t easy. It requires strong communication and persuasion skills, patience, empathy, the ability to work under pressure and recommend innovative solutions, and numerous other skills. Customer satisfaction is the goal many service industries, such as retail, hospitality and food service, strive to reach. Contact center agents face additional obstacles in the […]

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AI Isn’t Replacing CX Professionals — It’s Making Them Better

Artificial intelligence (AI) is getting a bad reputation. There’s a lot of buzz about emerging tech stealing the jobs of hardworking people — especially those in the customer experience (CX) field. And while Forrester predicts that 1 out of 4 CX professionals will lose their jobs in 2020, it has little to do with employers implementing AI. […]

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CallMiner’s LISTEN World Tour London Conference a Smashing Success!

Industry leading event for customer engagement professionals featured 2 days of inspiring stories of customer success in the use of interaction analytics. London, UK – 5 March 2020 – CallMiner, the recognised leader in AI fuelled speech and customer engagement analytics solutions successfully concluded the country’s top conference for customer engagement professionals, LISTEN World Tour […]

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6 Steps On How To Close The Biggest Problem In Today’s Contact Center: The Communication Gap

Truly listening to understand your customer is one of the most important [and underutilized personal] tools that most brands aren’t doing today,” CX Journey CEO and Forbes Councils member, Annette Franz, recently told me. You might think that’s a bold statement but there’s a reason why her name carries weight in the CX space. According […]

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To Meet Customer Demand, Get Emotional

Getting emotional. It’s a concept rarely discussed in business. But before you grab a tissue and brace yourself for a sob story, let me explain how getting emotional is essential for building a five-star customer experience (CX). Research from Forrester shows that emotion has a bigger impact on brand loyalty and customer retention than ease of engagement and CX […]

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The State of Speech Analytics

QY Research valued the global speech analytics market at $950 million last year and expects it to grow at a compound annual rate of 13.8 percent through 2025. Speech analytics, QY Research says, has become increasingly popular among businesses because of the huge amount of data produced as a result of rising call volume. In […]

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CallMiner Achieves 30% Compound Annual Growth Rate as Demand for Speech and Customer Interaction Analytics Surge

CallMiner has recorded another strong year of growth amidst growing demand for its technology worldwide. In the fiscal year ending Dec. 31, 2019, the company closed a $75 million investment from Goldman Sachs, reporting a three-year compound annual growth rate (CAGR) of 30%. CallMiner increased penetration in several key verticals, including insurance, healthcare, transportation and […]

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A New Year Doesn’t Require a New Agent Churn Cycle

Data indicates that January and February are the most popular months for employees to leave their jobs. For contact centers, where turnover rates are already between 30-45%, this potential increase in agent churn doesn’t exactly say, “Happy New Year!” Luckily, AI-powered speech analytics can help prevent churn during the annual season of turnover by giving agents […]

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Tech Firm, After $75M Investment, Plots Global Expansion

CallMiner remains driven to capture new innovations. CallMiner ended 2019 with a bang, closing a $75 million investment round with Goldman Sachs. It’s the largest single investment ever made in the speech analytics firm founded in Fort Myers in 2002. It’s also one of the largest onetime capital investments made in a Southwest Florida company […]

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