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Speech Analytics Reveals Companies Aren’t F%!king Listening

Customer centricity has taken over when it comes to competitive differentiation. But if that’s the case, then why are so many companies fueling consumer anger? Data from over 82 million calls using artificial intelligence (AI)-fueled speech analytics revealed the use of consumer profanity in the call center is at an all-time high – creating a detrimental impact […]

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Interaction Analytics: The Next Generation of Customer Listening

Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical, writes, Jeff Gallino, Founder & CTO, CallMiner. Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical. Customer listening […]

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Emotional AI: Unlocking VoC with Sentiment Analysis

Discover why actionable insights on customers’ emotions and sentiment are essential for customer experience success. Every customer behavior is driven by an emotion, and as we know, some emotions are more powerful than others. Anger, disgust, rage — these are feelings that typically lead to customer churn and a very negative perception of a brand. […]

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Voice Analytics Improves Customer Service Line Experience

When a customer reaches out, they want to speak to someone who is friendly, knowledgeable and can help them navigate their problem. A good customer experience will soon overtake price and product as the key factor in customer choice. When a customer needs assistance, they overwhelmingly turn to call centers – 73 to 79 percent of customers prefer to […]

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WTF Is Going On With Customers in the Contact Center?

If you’ve ever thought to yourself, “people seem to be getting angrier these days,” you’re not alone. In fact, the latest research confirms it.  Consumers are becoming more frustrated, and their use of profanity in calls to the contact center proves it. In a review of more than 82 million calls, data shows that callers have had […]

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CallMiner’s Listen 2019 Awards Highlight Speech Analytics Innovation and Success

CallMiner recognizes the users and partners leveraging its interaction analytics platform to transform customer and employee experience at annual user conference CallMiner, the leading provider of speech and customer engagement analytics solutions, announced the winners of its 2019 LISTEN Awards, which recognize the customers and partners using speech analytics technology to achieve notable improvements in […]

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New CallMiner AI-enabled Emotion Solution Reveals Unique Sentiment Insight from Every Contact Center Conversation

CallMiner, the leading provider of award-winning speech and customer engagement analytics platform, Eureka, today announced its emotion detection and analysis solution for enhanced voice of the customer (VoC) insights.  The new Emotion Solution Suite enables organizations using CallMiner Eureka speech analytics to quickly and accurately understand, measure, and trend human emotion in interactions between contact […]

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CallMiner Enhances Text Analytics Improving Customer and Agent Performance Insight Across Communication Channels

CallMiner, the leading provider of award-winning speech and customer engagement analytics platform, Eureka, today announced enhancements to its text analytics capabilities to increase the intelligence organizations can derive from customer interactions and customer journey analysis, across communications channels. Digital transformation – along with movement toward a younger customer demographic profile – continues to fuel an […]

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How AI Is Helping Reduce Turnover in an Industry Known for Being a Revolving Door

Research shows the annual turnover rate for this type of job is 30 to 45 percent, more than double the average for all other occupations in the U.S.  “Don’t judge me on my worst five minutes.” This is a reasonable request from any employee to their employer. Yet, in many contact centers, supervisors evaluate agent performance randomly, often […]

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Are You Listening to Me? Why VoC is Crucial to Business Success

Today’s consumers don’t just want personalization, they expect it – they anticipate a tailored approach from any business with which they interact. And the call center is no exception. As organizations attempt to meet these expectations, gaining an understanding of the Voice of the Customer (VoC) is imperative. VoC is an essential part of the […]

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What is CSAT? Definition, How to Measure CSAT, and Tips from Experts

CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in connection with “CSAT score,” which refers to the numerical measure of customer satisfaction. Brands and marketers use CSAT scores to establish a customer’s level of […]

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Call Center Customers Are Angry – Here’s What You Can Do

Profane words are not the typical expression you would expect to hear in the customer service world. Yet, research indicates that when consumers reach their breaking point on calls to the contact center, these are the most likely curse words that are used. Consumers call the contact center looking to be heard and have their […]

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Angry Customers Using Profanity Are on the Rise

CallMiner have unveiled the findings of new data analysis on the use of swear words in the contact centre. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using offensive language to verbalize their displeasure. In a new infographic entitled “What […]

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Bad news: Cursing customers stay on the phone much longer than polite ones

CallMiner analyzed 82 million customer support calls and found that call scripts can make customers angry and more likely to swear. While most people avoid swearing at work, letting a curse word fly from time to time does have a few advantages. There are a few ways cursing helps: You can vent without punching anyone. […]

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Use of Profanity by Customers in the Contact Center is On the Rise and That’s Bad for Business

New CallMiner data shows calls from consumers are angrier, more profane, and lasting longer, adversely impacting operations and the bottom line. CallMiner, the leading provider of speech and customer engagement analytics solutions, today unveiled the findings of new data analysis on consumers’ use of profanity when they call the contact center. In a review of […]

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Substantial Improvements in Agent Performance and Customer Insights Drive Expanded Partnership Between CallMiner and Sitel Group

Sitel Insights leverages CallMiner’s AI-fueled interaction analytics to provide customer experience analytics for major brands and Sitel’s workforce BOSTON and MIAMI – October 1, 2019 – CallMiner, the leading provider of speech and customer engagement analytics solutions, announced today that it has expanded its partnership with Sitel Group, one of the largest customer experience (CX) […]

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Four ways to improve your call centre processes

In my recent blog What separates Which’s best and worst brands? I described three ways in which call centres can improve their satisfaction scores by creating an emotional connection with their customers. Which’s poll proves this is incredibly important as companies that succeed in creating this connection take up the top positions on the list. While creating an […]

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6 Of Your Most Burning Questions Answered at CCW Austin

CallMiner staff was interviewed at CCW Austin. As our 20th anniversary concludes with CCW Austin, the event will feature 80 interactive discussion groups, 7 tracks of unsurpassed content, and an expo hall with nearly 200 customer-centric solution providers, the largest CCW ever. So make sure you come with customer engagement skill sets you wish to improve […]

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Can Emotional Analytics Help Businesses Get in Tune with How their Customers Are Really Feeling?

 CTO and Founder Jeff Gallino is quoted in CRMXchange’s article on emotional analytics.    Emotion analytics solutions have the capability to extract insights from all customer touchpoints and channels across the organization which include: calls, texts, video, facial, emails, chats, and social media platforms. These products employ historical data and real-time information to identify customer […]

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What separates Which’s best and worst brands?

Which has recently revealed its list of UK’s Best and worst brands for customer service in 2019. While the top-ranking brands were from a mix of industries – including a bank, retailers and a supermarket – four out of the bottom five places were filled by utilities providers. This got me thinking. Why is there such […]

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