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Voice of the Customer (VoC)

Through sentiment and emotion analysis, you can gather insights from unsolicited feedback into how customers feel and improve real-time conversation outcomes.

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Your complete guide to customer journey analytics

Customer journey analytics provides insight into how customers interact with brands across multiple touchpoints. Read this blog to learn why customer ...

5 strategies for improving CSAT in contact centers

Read this blog to learn about the importance of CSAT scores and five proven strategies for improving customer satisfaction in the contact center.

Research Lab

Our AI and research experts give you an inside look at our platform

Learn the latest from our team of researchers and data scientists as they break new ground in the area of conversation analytics

Using AI to improve customer experience

One of AI's most prominent uses is in customer service, handling tasks like training agents, summarizing customer interactions, and more. Read this bl...

CallMiner Product Innovation Series: Q4 2024

CallMiner's, Bruce McMahon, shares key product updates from Q4 2024. New AI capabilities, including CallMiner AI Assist, add to the long list of AI ad...

10 ways to transform your enterprise with conversation intelligence

Conversation intelligence unlocks the hidden value within contact centers, transforming them from cost centers to essential drivers of business growth...

CallMiner’s 2024 CX Landscape Report highlights AI’s shift from hype to strategic execution

CallMiner's 2024 CX Landscape Report makes one thing clear — organizations are becoming more intentional and strategic about their use of AI to drive ...

19 CX management strategies and innovations in the contact center

The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today'...

7 success strategies for outbound call center excellence

Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritizat...

32 examples of how AI can improve customer experience

One of the most obvious benefits of AI is its potential to improve CX. Learn how AI has revolutionized companies' ability to engage with customers, an...

How technology is transforming customer experience automation

Businesses often rely on CX automation to help customers quickly and conveniently at different points in the customer journey. Read this blog to learn...

Call center management strategies & best practices for 2024 and beyond

Learn about new call center technologies and strategies that continue to evolve, and their impact on how customers get the help they need and how agen...

Achieve contact center success with real-time agent guidance

Read this blog to learn how real-time agent guidance, leveraging natural language processing and other AI technologies, can give agents customer-focus...

10 AI use cases for call center performance and effectiveness

From translating customer conversations in real time to minimizing excess tasks for agents with the goal of boosting productivity, learn how effective...

Extracting valuable insights with text analysis

Text analytics is the process of extracting data from written texts to understand customer behavior and thoughts, aiming to improve customer experienc...

Creating a cohesive omnichannel customer support experience

Technology allows for businesses to offer numerous contact methods to customers. Omnichannel customer support creates a bridge between each support ch...

The top differences between call centers and contact centers

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hu...

A guide to customer experience tools: Boosting satisfaction and loyalty

CX tools make it easier for businesses to connect with and learn from their customers. From social media management to sales automation, these tools t...

The importance of brand experience in contact centers

Contact centers are responsible for more than simple answering customer phone calls or live chats. Read this blog to learn about the connection betwee...

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CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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