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  • Breaking Down the Speech Analytics Vocabulary

    Breaking Down the Speech Analytics Vocabulary

    Recently the 11th edition of Contact Babel’s “US Contact Center Decision-Makers’ Guide”  the largest and most comprehensive study of all aspects of the US contact center industry was published....

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  • Dec 12th Webinar: How AI-Fueled Speech Analytics is Rocking the World of Customer Experience!

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  • 190 Billion Reasons Why You Should Find the Root Causes of Complaints

    190 Billion Reasons Why You Should Find the Root Causes of Complaints

    I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the...

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  • UK Contact Centre Decision-Maker’s Guide 2018-2019

    UK Contact Centre Decision-Maker’s Guide 2018-2019

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  • Making the Voice of the Customer Work

    Making the Voice of the Customer Work

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  • How to Get the ROI from Your Contact Center with Engagement Analytics57:00

    How to Get the ROI from Your Contact Center with Engagement Analytics

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  • 30 Marketing Pros & Data Analysts Reveal How Marketing Data Analysts Can Better Impact Marketing ROI

    30 Marketing Pros & Data Analysts Reveal How Marketing Data Analysts Can Better Impact Marketing ROI

    More companies are turning to marketing data analysis to gain better insights on their customers, deliver the right messages at the right time, and increase revenue through better marketing ROI....

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  • Top 10 Gamification Blogs

    Top 10 Gamification Blogs

    Gamification is a popular strategy that contact centers use to improve employee performance as well as business results. Many contact centers have experienced increased revenues, higher sales,...

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  • Congratulations to the 2018 LISTEN Awards Winners

    Congratulations to the 2018 LISTEN Awards Winners

    At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.  The LISTEN awards were presented to customer...

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  • ROI Input Checklist for Interaction Analytics

    ROI Input Checklist for Interaction Analytics

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  • CallMiner Named a Leader in AI-Fueled Speech Analytics

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  • Stop Losing Customers By Listening To Them With Speech Analytics57:13

    Stop Losing Customers By Listening To Them With Speech Analytics

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  • How Listening to Customer Impacts Your Bottom Line

    How Listening to Customer Impacts Your Bottom Line

    We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings. In...

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  • Dialog Direct Customer Success Story2:42

    Dialog Direct Customer Success Story

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  • Collection Success Stories in the Contact Center: Part 2

    Collection Success Stories in the Contact Center: Part 2

    Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent retention being two of the biggest. One error...

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  • Contact Babel US Contact Center Decision-Makers' Guide 2018

    Contact Babel US Contact Center Decision-Makers' Guide 2018

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  • Stop Avoidable Customer Churn With Great Agent Behavior

    Stop Avoidable Customer Churn With Great Agent Behavior

    If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear...

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  • CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction and Alerting

    CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction and Alerting

    At last week’s LISTEN customer conference, we announced how Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center...

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  • Interested in a Call Center Audit? Sign up for a FREE Test Drive with CallMiner.

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  • Optimizing “Coachable and Commendable Moments” Through Automated QA Analytics54:11

    Optimizing “Coachable and Commendable Moments” Through Automated QA Analytics

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  • Cabot and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards

    Cabot and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards

    We are excited to announce that last week CallMiner and Cabot Credit Management  (Cabot)  won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018 presented by Credit,...

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  • 5 Ways to Define What Enterprise-Ready Means for Speech Analytics

    5 Ways to Define What Enterprise-Ready Means for Speech Analytics

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  • Miss a Webinar? Catch Up Anytime!

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  • The CX Pro’s Guide to Speech Analytics

    The CX Pro’s Guide to Speech Analytics

    Read how speech analytics can uniquely empower customer experience initiatives!

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