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CallMiner and NTT TechnoCross Corporation Partner to Bring Speech Analytics to the Japanese Market

  CallMiner’s Integration with the NTT Voice Transcription Engine and ForeSight Voice Mining Solution Enables Organizations in Japan to Take Advantage of Rich Conversational Insight CallMiner announced a partnership with NTT TechnoCross (NTT-TX) to provide speech analytics in Japan. CallMiner will use the NTT speech to text transcription engine to enable analytics for Japanese speakers […]

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Delivering Exceptional CX in Times of Crisis and Rapid Change

Companies are struggling to keep pace with rapidly changing customer expectations, and it’s impacting customer service, experience, and retention. It’s hard to blame companies, though. There was a sudden and fundamental shift in customer needs at the outset of the pandemic that extended beyond what you’d expect in terms of payment deferments or forgiveness. For […]

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CallMiner Launches a New Model for Operationalizing Speech 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 people, […]

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Why AI And Robotic Process Automation Are The Perfect Match

Artificial intelligence (AI) is increasingly being recognized as the future of customer service. This way of thinking has only been accelerated by the ongoing pandemic as needs for efficiency, agility and productivity continue to rise. But what about robotic process automation (RPA), which is conventionally thought of as a “human replacement”? I’m here to tell you that RPA […]

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How Technology Increases Transparency and Value

When I began my career in banking in the mid-1990s, the financial services industry was looking to retailers for sales best practices. Financial services firms were seeking to create sales cultures in place of their previously “stodgy” reputations. Hiring models changed (sales backgrounds vs. financial backgrounds), brick and mortar locations transformed (coffee bars and couches […]

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How Technology Increases Customer Transparency And Lifetime Value

When sales operations understand and leverage technology to improve customer insights from both human and non-human interactions within the sales cycle, the overall lifetime value of the customer increases through better customer relationship transparency. When I began my career in banking in the mid-1990s, the financial services industry was looking to retailers for sales best […]

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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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I See You! How Technology Increases Customer Transparency and Lifetime Value

Customer insights that organizations are able to glean, via technology, have continued to increase customer relationship transparency These insights equip sales operations teams with the data needed to automate administrative activities The resulting transparency arms sales operations and reps with a competitive advantage When I began my career in banking in the mid-1990s, the financial […]

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Using unethical data to build a more ethical world

How CallMiner handles imperfections in speech recognition Abstract Data scientists use data to train models. Those models calculate probabilities to capture patterns in the data. It’s difficult to build ethical models when the available training data contains racism, sexism, or other stereotypes. Contact center data, including calls, chats, texts, and emails, is no exception. Instead […]

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Driving customer loyalty with fair treatment

Since the start of this pandemic, businesses have had to quickly pivot to meet customer and employee needs. Whether it is establishing an online presence, or enabling staff to work from home, businesses have had to adapt operations to meet the challenges of the ‘new normal’. Despite the hurdles presented by this period, one factor […]

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AI can help boost customer service during COVID-19

The impact upon customer-facing businesses can be assisted by a greater use of artificial intelligence during the coronavirus era, according to a new report looking at ways to sharpen the customer service function. The new survey data comes from the company CallMiner and it looks at the customer experience (CX), drawing on insights from the […]

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Remote Staff Engagement: 9 Strategies to Make Your Team Smile

Our panel of experts share their favourite staff engagement strategies and explain how they can be implemented successfully in the contact centre. 1. Spot People Doing Good Things There’s nothing worse for a member of your team than feeling that their work or presence is unnoticed. Recognition of work done and accomplished keeps your employees […]

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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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What Is eDiscovery?

CallMiner define what is meant by the term “eDiscovery” and how it can benefit your organization. The detailed legal process of evidence gathering by both government authorities and licensed lawyers termed “discovery” involves acute attention to detail and consistent documentation of research steps taken along the way. In today’s reality of widespread computing, cloud networks […]

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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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