Our Company

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 […]

Read More

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 […]

Read More

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 […]

Read More

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 […]

Read More

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 […]

Read More

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. […]

Read More

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 […]

Read More

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) […]

Read More

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 […]

Read More

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 […]

Read More

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 […]

Read More

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 […]

Read More

TechBytes with Jeff Gallino, CTO at CallMiner

  Tell us about your role and the team/technology you handle at CallMiner. As Co-Founder and CTO at CallMiner, I oversee all aspects of the team’s vision and development of our SaaS-based customer engagement and speech analytics platform and product suite, Eureka. All seven of our product solutions—Analyze, Coach, Capture, Alert, Visualize, Redact and API—work interchangeably by leveraging Artificial […]

Read More

Using Speech Analytics to Improve Customer Relationships in the Call Center

      Here are answers to some questions I often hear about call center speech analytics. Question: What’s the biggest trend you’ve seen when it comes to managing customer relationships, and how has that evolved over the past five to ten years?  Answer: With the rise of digital transformation, we’ve seen a major shift in consumer […]

Read More

DataRobot and CallMiner Partner to Accelerate AI Capabilities

Partnership to drive successful deployment of AI across enterprises to enhance customer experience August 26, 2019 — Boston, Mass — DataRobot, the leader in enterprise AI, and CallMiner, the leading provider of AI-fueled speech and customer engagement analytics solutions, today announced a partnership designed to accelerate AI capabilities within the contact and customer experience center. […]

Read More

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 […]

Read More

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 […]

Read More

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. […]

Read More

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 […]

Read More

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 […]

Read More