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Higher Education Growth: Improving Quality Assurance with Call Recordings

implementation with CallMiner, and we’ve made a lot of improvements during this time. We implemented a few new strategies with CallMiner

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CallMiner Achieves Another Record Net Promoter Score® (NPS) of 59 in 2018, Marking Third Consecutive Year of Score Improvement

CallMiner dedication to customer satisfaction through training, support, and community for customer engagement analytics professionals reflected in highest NPS score to date.   WALTHAM, MA – December 11, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today that its 2018 Net Promoter Score (www.netpromoter.com) set another company record […]

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#1034: How to Avoid Member Dissatisfaction Using Speech Analytics in Your Credit Union's Call Center…

CallMiner Vice President of Marketing Scott Kendrick joins us on the show for an audio discussion regarding the current state of speech analytics capabilities for your credit union’s contact centers and the potential growth opportunities in 2019 based on a recent survey they conducted: Banking Churn: CallMiner UK. Some of the items we addressed included:  […]

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Infographic: Why customers change suppliers after a bad call center experience

More for CXOs Communication makes all the difference in the enterprise, especially when interacting with consumers. In fact, simply listening to your customers can completely alter your bottom line, according to a new infographic from CallMiner. In 2018, 82% of customers said they would change suppliers following a bad call center experience; but 91% of […]

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Why customers leave – and how you can prevent churn (infographic)

Customer loyalty is almost always at risk – possibly more than you ever imagined.  More than 80% of customers say they’d dump you after one bad interaction! But it’s not all bad news: That many customers would stick with a supplier after a great interaction. Of course, you don’t want to leave that to chance […]

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How AI Will Change the Nature of Contact Center Work

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. Or that senior executives are enthralled with the possibilities for enhancing products and services, automating routine tasks and improving decision-making. While organizations forge ahead with plans […]

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A Crash Course in Speech Analytics: How It Works, Why You Should Use It

Kindra Cooper CCW Digital Modern-day speech analytics tools are invalidating the one safeguard we had against robots taking over the world: the notion that machines can’t understand feelings. Emotionally intelligent AI analyzes customer sentiment to tell you whether you’re providing the best customer experience, but its use cases extend far beyond flagging calls as ‘good’ or […]

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CallMiner Recognizes Customer Achievements at LISTEN 2018 and Completes a Successful 10th Annual Customer Conference

Annual user conference highlights customer engagement analytics use cases and provides education and networking opportunities for attendees. CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today that it honored three customers with LISTEN Awards for their achievements in speech analytics success at its annual user conference held October 23-25.  LISTEN […]

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Innovate Loan Servicing Selects CallMiner Speech Analytics to Improve Contact Center Efficiency and Collector Effectiveness

100% monitoring of contact center calls also increases compliance coverage WALTHAM, MA – Nov 7, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today that Innovate Loan Servicing has implemented CallMiner Eureka as its speech analytics platform to drive efficiency within its contact center and improve its collector […]

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The Importance of Listening to Customers [Infographic]

  Your customers have high expectations of the companies they choose to patronize. And as it turns out, only one instance of missed expectations can make customers change providers for what they perceive to be a better opportunity. In fact, according to a recent study, 82% of customers surveyed said they would switch to a […]

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Ventana Research Announces 2018 Digital Innovation Awards Finalists

Advisory and Market Research firm highlights 27 finalists as Digitally Innovative BEND, OR, October 31, 2018 /24-7PressRelease/ — Ventana Research today announced the finalists of the 2018 Ventana Research Digital Innovation Awards. The Digital Innovation Awards recognize technology providers that have introduced noteworthy innovations in technology that advance business and IT. They showcase advances in […]

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Dynamic Recovery Solutions Implements CallMiner Speech Analytics to Offer Tailored Coaching to Contact Center Staff

Improved agent performance to bring operational efficiency gains to Dynamic Recovery Solutions and its clients. WALTHAM, MA – October 30, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announces that Dynamic Recovery Solutions has selected CallMiner as its speech and engagement analytics solution to bring greater operational efficiency to […]

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CallMiner Introduces Eureka Alert

CallMiner has introduced Eureka Alert, a new real-time speech analytics module that brings together AI-powered automated transcription, redaction, and alerting to deliver real-time direction to contact center agents and supervisors with an eye on driving specific outcomes during a call or alerting management to issues.Alert leverages the Eureka platform’s data processing engine and is an […]

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CallMiner Updates Real-Time Speech Analytics Platform – Improving Scalability, Speed to Insight, and Integration with Existing Agent Desktops and Workflows

Eureka Alert Provides Next Generation Automated Monitoring, Redaction, & Alerting Clearwater, FL – October 25, 2018 – CallMiner, a leading platform provider of award-winning speech and customer engagement analytics, demonstrated its updated real-time speech analytics module, Eureka Alert, at the 10th annual LISTEN customer conference.  Eureka Alert combines AI-driven automated transcription, redaction, and alerting to […]

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When Speech Analytics Makes Gibberish Useful

If you believe the vendors, speech transcription had significant strides and now provides human-level accuracy. I’ve evaluated the major speech analytics systems for years now and I’ve yet to see any system that consistently performs at human level. However, in most cases you don’t need human-level accuracy to provide a lot of value. Let’s take […]

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Customer Service Can Make or Break a Company's Reputation

For as much as you hear customer service horror stories, according to an August 2018 survey by call center tech provider Genesys, 94% of US internet users considered their last customer service experience to be positive. Additionally, three-fourths thought that a human provides the best customer service, though roughly the same number (76%) would like […]

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Exploring Compliance Regulations And The Role Of Speech Analytics

Exploring Compliance Regulations And The Role Of Speech Analytics by Scott Kendrick, VP Marketing, CallMiner – October 23, 2018 Exploring Compliance Regulations and the Role of Speech Analytics by Scott Kendrick, VP of Marketing at CallMiner Taking risks in business involves looking at the potential reward, and then judging if you can pull it off. […]

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Cabot Credit Management and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018

Cabot uses CallMiner Eureka speech analytics platform to provide real-time insight and guidance to agents to deliver better outcomes for every customer on every call Waltham, MA, Oct 23, 2018  –  CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today that its customer, Cabot Credit Management (Cabot), has won the ‘Best […]

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Why You Should Pay Attention to AI in the Contact Center

Artificial intelligence (AI) is one of today’s most widely discussed technology topics. In fact, many of my conversations at Salesforce.com’s Dreamforce user conference in September included AI as a discussion topic, which I documented in a related post. Despite a wealth of conversations, events, and research on the topic, buyers and even some technology providers […]

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