Our Company

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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. […]

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 […]

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 […]

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 […]

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 […]

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 […]