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CallMiner Launches Maturity Model for Implementing and Operationalizing Speech and Interaction Analytics

CallMiner has announced the release of the CallMiner Continuum Maturity Model, a first-of-its-kind framework that helps organizations assess their use of engagement analytics internally and identify the necessary steps to maximize ROI and drive transformational enterprise value. Continuum offers an objective perspective of each organization’s current maturity level and a guide to improve maturity across […]

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CallMiner and Intradiem Announce Partnership to Take Action on Behavioral Insight in Contact Centers

CallMiner announced today a partnership with Intradiem, the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. The new partnership enables contact centers to raise the bar for customer satisfaction and agent quality management by automatically triggering intelligent actions from voice and text interactions to: Identify when […]

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CallMiner and Avadyne Health to Present at Customer Contact Week (At Home)

CallMiner today announced that it will be presenting at Customer Contact Week (CCW) At Home virtual event with Avadyne Health, an innovative, healthcare revenue cycle collections and patient financial experience company. CCW At Home — a multi-week, interactive digital conference — is the world’s largest virtual gathering of customer contact professionals. The digital event will […]

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If You’re Not Listening To Your Customers, Another Brand Will

Investor and presidential advisor Bernard Baruch is credited for saying, “Most of the successful people I’ve known are the ones who do more listening than talking.” This holds true in the workplace, in relationships and so much more. When it comes to building strong customer loyalty and brand reputation, listening is crucial — but so is the […]

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How to Apply Predictive Analytics to Post-COVID Recovery

An expert Q&A on leveraging predictive analytics to guide decision-making amid changing conditions. We are now midway through the third quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to 2021 or beyond. But how […]

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CallMiner Survey Shows Frightening Results

The pandemic put businesses to the test. Organizations were faced with making rapid changes across operations. From the C-suite to the contact center, it is a much different world, but having recognized the shift virtual, too many firms are not able to recognize shortfalls in the customer service transition. Today, CallMiner unveiled the results of “Customer Experience Insights from the […]

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Brands Struggle to Address Changing Consumer Behaviors and Needs During the Pandemic

CallMiner released a new research study today – Customer Experience Insights from the Pandemic: Brand Performance, Consumer Preferences and Lessons Learned.  The study uncovers how brands responded to the pandemic, the ongoing impact on customer preferences and behavior, and how organizations can leverage newly gained insights to deliver exceptional customer experience now and going forward. […]

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CallMiner Announces Lineup for its Virtual Customer Engagement Transformation Exchange (CETX)

CallMiner today announced the details for its virtual Customer Engagement Transformation Exchange (CETX), which will be held virtually between Aug. 18 – 19. This year’s host is Shep Hyken, a customer service and experience expert and a New York Times and Wall Street Journal bestselling author. Hyken partners with organizations to build loyal relationships with […]

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CallMiner’s New AI-Driven Search Capability Enables Organizations to Uncover Hidden Insights and Fuel Business Performance Improvement

CallMiner today announced Illuminate™, a new AI-driven search feature that makes it quick and easy for brands to discover, extract and act on insights from voice and text interactions with customers. “Illuminate is, in simplest terms, a time saver. The frustrating hours or days of imagining how agents and customers might be speaking about a […]

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CallMiner Names Eric Williamson Chief Marketing Officer

CallMiner announced today that it has appointed Eric Williamson as Chief Marketing Officer. Williamson will lead CallMiner’s global marketing strategy, with a focus on positioning the company as the industry’s number one platform for extracting and operationalizing customer insights to drive transformative business change and value. “We enable businesses to uncover the hidden insights contained […]

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Three Customer Experience Tips To Expedite Your Post-Pandemic Comeback

The most obvious way to not get burnt is to keep from striking the match. In the world of customer experience (CX), that’s done through understanding and addressing customer needs before they become disruptive problems. Contact center agents, who are on the frontlines of CX, need resources and help from the organization to avoid starting […]

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Your Workforce Has Gone Remote: Now What?

In the face of the ongoing pandemic, many companies have pivoted to fully remote working. To those who are deemed essential personnel and continue to work from their traditional workplaces, thank you for your unwavering commitment during this emergency. We appreciate you. As many companies and employees adjust to a new normal consisting of conference […]

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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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