Our Company
News & Press
5 Ways Artificial Intelligence Is Transforming CRMs
by Falon Fatemi 2019 has already unfolded as a banner year in terms of the union between artificial intelligence and sales. While 2018 saw the artificial intelligence sales revolution beginning to gain momentum, the applications were limited. In 2017, 51% of enterprises leveraged some form of artificial intelligence. In 2018, the percentage increased by a mere […]
Driving A Revolution in Customer Service Quality, 6 Million Calls At A Time
by Micah Solomon Do you know of any cloud-based solutions that can prevent a defective product from (literally) going up in smoke–and help its manufacturer identify such dire situations before they hit the news (and, perhaps, their stock price)? There’s only one service that I know of that can pull this off: CallMiner’s Eureka. It’s the […]
Recipe for CX Success: Combine Context From Conversations With Speech Analytics
The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score (NPS), handle time, and amount of silence are correlated with positive or negative outcomes. However, insights from speech analytics technology prove that these metrics only tell part of the story. […]
Say Goodbye to Agent Turnover, Not Your Agents
If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable, and then they leave. Deloitte reports that large call centers with over 500 agents suffer from turnover rates of 50% or […]
Why it’s time for a step change in call centre measurement
Many traditional metrics only tell a small part of of the overall customer and agent experience story. But a new approach to measurement is possible if you capture and analyse every customer interaction helping your agent performance and customer experience. Most call centres are great exponents of the philosophy of: “If you don’t measure it […]
Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be Successful
CallMiner partner MainTrax, a visionary team of experts uniquely qualified to help companies maximize speech analytics technology and transform customer data into smart, actionable business solutions, contirbuted an article on contact center hiring and featured CallMiner. Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a […]
Context: The Missing Ingredient in Customer Experience
Call centers are a nexus of data and insights for brands, as they are the front line of customer experience capturing the voice of the customer– and voice of the employee. All the interactions and words flowing through call centers provide rich information for companies, but to truly see value, the key is context. Without […]
Creating Happy Agents By Removing Sources Of Agent Churn
Most companies have teams focused on keeping customers loyal. That’s because everyone knows customer churn costs a business in multiple ways. But often, the same effort is not given to keeping call centre agents loyal and engaged. Perhaps that’s why call centre agent churn is as high as 26% in […]
Three Vital CX Roles Played by Speech Analytics
Agents interact with dozens of customers daily, and odds are they aren’t exactly calling to talk about their opinion on the Game of Thrones finale. Your employees encounter an influx of problems, ranging from simple to complex, that all need to be addressed in a way that not only follows organisational and customer expectations, but […]
CallMiner Announces Keynote Speaker Lineup for LISTEN 2019 Speech Analytics User Conference
CallMiner’s annual event will feature presentations by renowned customer experience (CX) experts from Forbes, Forrester, and more WALTHAM, Mass. – June 26, 2019 – CallMiner, the leading provider of speech and customer engagement analytics solutions, announced today the keynote lineup for its annual speech analytics user conference, LISTEN, Nov. 4 – 6, 2019. The industry-leading […]
CallMiner, Sitel Group and Holiday Inn Club Vacations to Spearhead Speed to CX Intelligence Discussion at Customer Contact Week 2019
CallMiner’s return to CCW to feature expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy WALTHAM, Mass. – June 21, 2019 – CallMiner, the leading provider of speech and customer engagement analytics solutions, will be partnering with customers Sitel Group and Holiday Inn Club Vacations to lead the conversation around the […]
How Changing Customer Expectations Affect Churn
by Jason Sterns It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology, such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change. In its 2019 Customer Expectations Report, customer service software company Gladly revealed three new trends that are […]
Say Goodbye to Agent Turnover, Not Your Agents
Retain your top talent by providing meaningful feedback, recognition and proper tools for the job. If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable, and then they leave. Deloitte reports […]
Analyst to Advocate: How CX Technology is Making Your Role More Valuable
Too much data. Not enough time. These are the issues that are consistently brought up when evaluating the role of call center analysts. Time spent on mundane processes and wading through endless hours of conversations have devalued the position and limited its impact on the organization. The true value of the data originating in the […]
CallMiner AI-fueled Speech Analytics powers Praxidia’s Enterprise Feedback Management solutions
WALTHAM, Mass., May 21, 2019 — CallMiner, the leading provider of speech and customer engagement analytics solutions, today announced its partnership with consumer consultancy Praxidia Knowledge Services, a specialized subsidiary of the Teleperformance Group, to optimize agent quality and customer satisfaction for contact centers and customer experience (CX) teams across the globe. Powered by the […]
Q&A: Jeff Gallino on why call recordings are useless
We’re all used to hearing that our calls may be recorded for training purposes, but most people don’t give a lot of thought to what that really means–including, sometimes, the businesses doing the recording. Just like any data, your recorded calls are only useful if you can make sense of them and gain insight. Speech Technology […]
Transforming the Call Center into a Competitive Advantage
Surveys and net promoter scores alone are insufficient when painting an accurate picture of a company’s customer experience. Real insight in the call center is often ignored, but it has the ability to transform the entire customer journey, writes Jeff Gallino, CTO and Founder of CallMiner. For too long, customer experience (CX) has been […]
Don’t Fall into the Text Analytics Trap
Customer experience (CX) professionals need to be vigilant when they hear promises like “your call center call recordings can be transcribed in real time and processed through text analytics to derive insights.” This refrain tends to be emphasized by CX platform vendors that rely exclusively on text analytics to process feedback from customers. Sounds reasonable, […]
Agent Churn: It’s not you, it’s your employee engagement strategy
Jeff Gallino, CTO and founder of CallMiner It’s no secret that contact centers are infamous for their high turnover rates, which average 45 percent year-over-year—more than double the average for all U.S. occupations. What most companies don’t realize, however, is that this doesn’t have to be the status quo. Identifying the signs an agent is about […]
The Science of Conversation: Competitive Advantages Through the Call Center
Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to solve problems quickly, efficiently, […]
