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We Shut Down The Use Of Profanity In Customer Service Interactions. But, In Doing So Are We In Danger Of Missing Something?

From time to time I come across research from outside of the service and experience domain that makes me wonder whether or not the findings can be applied to help us better understand how we can improve team performance, service and experience. One such study published in 2016 in the Journal of Consumer Research by Professor Jordan […]

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The Expanding Compliance Technology Market

Compliance across channels CallMiner has been analyzing telephone conversations for nearly 2 decades and sells a platform for interaction analytics management called Eureka. Now that most companies are omni-channel, it is important to also handle chat, text, email, and social media messages. The ability to scale up is also critical. “One of our first clients was […]

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Fraud Is Eroding The Customer Experience

Are you worried about fraud? Concerned about giving out your credit card number or Social Security number over the phone—or to an AI (Artificial Intelligence)-fueled bot? You’re not alone. According to Sitel Group and CallMiner’s recent Preventing Fraud & Preserving CX with AI Report, more than nine in 10 (92%) consumers in the U.S. are […]

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2020 Vision: Three Shifts Driving Customer Experience

Is this finally the year we transform the customer experience (CX)? Consumers have been promised dramatic improvement for years now, but data shows that increases in satisfaction have failed to materialize. In fact, Forrester’s annual CX Index reports that between 2017 and 2018, the index didn’t improve at all, and in 2019 the index improved […]

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Management AI: Sentiment Analysis Is Important And Actionable

“That’s bad!” means something different to people of different generations and in different contexts. Sometimes it means something is bad, but in other uses it’s a statement of positivity. One of the key areas of natural language processing (NLP), a subset of artificial intelligence (AI) is sentiment analysis, the ability to understand emotional tones in […]

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CallMiner Raises $75 Million in New Funding From Goldman Sachs

GS Growth makes initial investment in maker of speech-analytics software By Jared Council CallMiner Inc., a developer of speech-analytics software powered by artificial intelligence, said Monday that it raised $75 million in new venture funding from GS Growth, an investment unit of Goldman Sachs Group Inc. The Waltham, Mass.-based company, which has about 250 employees, […]

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CallMiner Secures $75M Investment from Goldman Sachs

This funding will enable CallMiner to help more organizations drive significant improvements in business performance, creating a better customer experience and greater brand loyalty CallMiner, the leading provider of AI-fueled speech and customer interaction analytics, has closed a $75 million investment round from Goldman Sachs. CallMiner will leverage the funding to accelerate go-to-market plans and […]

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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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