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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 […]

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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, […]

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From APIs to UC: Rounding Up the News from EC19

By Michelle Burbick Catch up on announcements that came out of the enterprise communications industry’s biggest event. Looking back on the week of Enterprise Connect 2019 can make your head spin. And if the countless attendee emails I’ve received are any indication, the general consensus seems to be that we all wish we could have […]

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The Right and Wrong Ways to Use Customer Analytics – Podcast Interview

by Brian Cantor, Customer Contact Week Digital When it comes to customer analytics, there is a vast difference between having a bias and having a plan. A characteristic of organizations more into affirmation than discovery,  a “bias” undermines the credibility and efficacy of customer intelligence strategies.  It blinds organizations from properly identifying challenges and opportunities within their journeys.  […]

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Organizing Data with AI for Better Speech Analytics Insight

Much of the value AI delivers within a speech analytics solution comes from its ability to perform categorization with machine learning. Every company understands that you need to listen to customer feedback for insight into your success and failure points within your contact center. This feedback is most commonly acquired from survey response. Customer feedback […]

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Improving the Customer Experience for Impactful Net Promoter Score Results

Every marketer worth their salt wants to boost their company’s NPS scores. The most direct and impactful way to accomplish this goal is through a prioritization on the customer experience. Customers confronted by complex processes or encounter rude support staff won’t result in an enjoyable experience. Any stumbling blocks placed in the customer’s way is […]

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CallMiner Makes AI-Fueled Speech Analytics a Reality

CallMiner Makes AI-Fueled Speech Analytics a Reality by Rich Tehrani, TMCnet CEO CallMiner allows organizations to extract intelligence from customer interactions,” said Scott Kendrick, VP of Marketing In an in-person interview. You may know their existing product line – Analyze, Coach, Alert and Redact. They improve sales performance, measure effectiveness of marketing campaigns, call center […]

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CallMiner Unveils New Eureka Capture Real-time Audio Acquisition for Speech Analytics at Enterprise Connect 2019

Capture technology offers instant, stereo audio acquisition with massive scalability for increased visibility to every contact center conversation ORLANDO, Fla. – March 18, 2019 – CallMiner, the provider of award-winning speech and customer engagement analytics platform, Eureka, today released the latest addition to its expanding product portfolio at Enterprise Connect 2019 — Eureka Capture. Capture […]

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CallMiner Visualize Powered by Tableau® Enriches Speech Analytics Insight with Graphical Impact

Explore, discover and visually express your Voice of the Customer data story across your organization to drive customer experience, enhanced service quality, sales and compliance. ORLANDO, Fla. – March 18, 2019 – CallMiner, the leading provider of award-winning speech and customer engagement analytics platform, Eureka, today announced the launch of Eureka Visualize for graphical data […]

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20 Call Centre Objectives

Call Centre Helper panel of experts share their best ideas for contact centre goals, which can be set as objectives for improving the customer experience. Eliminate Unnecessary Compliance Risks What many call centres will be getting wrong is not ensuring that ALL your contact centre agents adhere to essential processes and scripts that comply with […]

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The Potential Pitfalls of DIY Speech Analytics

Organizations are building in-house data science or Artificial Intelligence teams to use emerging technology and techniques to harness the power of their data.  With the growth of these internal data science teams, companies want greater control of all aspects their data programs so they’re more nimble and effective. If done correctly, this provides more opportunities […]

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New CallMiner Customer Experience Solution Pack Speeds CX Insight from Unsolicited Feedback

Speech Analytics Voice of the Customer (VOC) quality and loyalty indicators are revealed from every contact center conversation   WALTHAM, Mass. – March 6, 2019 – CallMiner, the leading provider of award-winning speech and customer engagement analytics platform, Eureka, today announced the launch of a CX Solution Pack for enhanced customer experience insights both within […]

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CallMiner and Morae Global Announce Partnership to Deliver Conversational Behavioral Analytics for Financial Services Risk Mitigation and Regulatory Compliance

Voice surveillance based upon conversational content proactively reveals compliance and fraud threats WALTHAM, MA – February 21, 2019 – CallMiner, the leading provider of award-winning speech and customer engagement analytics platform CallMiner Eureka, announced today a partnership with Morae Global Corporation, a full-service, technology-enabled, integrated solution provider for the legal and compliance function. The new […]

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CallMiner Partners Again with Eva’s Closet & Foundation to Bring Holiday Gifts to 80 Local Children

Fort Myers-based technology company celebrates third year of partnership with local non-profit. Fort Myers, FL – December 18, 2018 – CallMiner, a Fort Myers-based software technology company, has again partnered with local non-profit Eva’s Closet & Foundation to bring holiday gifts to children and families in need through hosting an Eva’s Closet Giving Tree. This […]

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How Call Centers Can Help Close the Customer Experience Gap in 2019

a brand switch last year,” said Scott Kendrick, VP of Marketing at CallMiner. “Three of the top five reasons for switching indicate that

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Higher Education Growth: Improving Quality Assurance with Call Recordings

implementation with CallMiner, and we’ve made a lot of improvements during this time. We implemented a few new strategies with CallMiner

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CallMiner Achieves Another Record Net Promoter Score® (NPS) of 59 in 2018, Marking Third Consecutive Year of Score Improvement

CallMiner dedication to customer satisfaction through training, support, and community for customer engagement analytics professionals reflected in highest NPS score to date.   WALTHAM, MA – December 11, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today that its 2018 Net Promoter Score (www.netpromoter.com) set another company record […]

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How to Avoid Member Dissatisfaction Using Speech Analytics in Your Credit Union & Call Center

CallMiner Vice President of Marketing Scott Kendrick joins us on the show for an audio discussion regarding the current state of speech analytics capabilities for your credit union’s contact centers and the potential growth opportunities in 2019 based on a recent survey they conducted: Banking Churn: CallMiner UK. Some of the items we addressed included: […]

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Infographic: Why customers change suppliers after a bad call center experience

More for CXOs Communication makes all the difference in the enterprise, especially when interacting with consumers. In fact, simply listening to your customers can completely alter your bottom line, according to a new infographic from CallMiner. In 2018, 82% of customers said they would change suppliers following a bad call center experience; but 91% of […]

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Why customers leave – and how you can prevent churn (infographic)

Customer loyalty is almost always at risk – possibly more than you ever imagined.  More than 80% of customers say they’d dump you after one bad interaction! But it’s not all bad news: That many customers would stick with a supplier after a great interaction. Of course, you don’t want to leave that to chance […]

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