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  • Leveraging Emotion to Improve CX & Elevate Contact Center Performance

    Leveraging Emotion to Improve CX & Elevate Contact Center Performance

    The key ingredient for delivering a five-star customer experience in the contact center is leveraging emotion across customer interactions. This whitepaper will help you understand how this is done.

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  • April 14th Webinar: Managing Contact Centers Through the Pandemic

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  • Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

    Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

    Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your...

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  • Fraud Spreads as Does the Coronavirus: Steps to Take

    Fraud Spreads as Does the Coronavirus: Steps to Take

    As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly...

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  • The Two Words on Everyone’s Minds: Business Continuity

    The Two Words on Everyone’s Minds: Business Continuity

    Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a...

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  • April 21 Webinar: How Dialog Direct Converted to a Remote Agent Workforce

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  • Contact Center Practices and Guidelines for Managing Through COVID-19

    Contact Center Practices and Guidelines for Managing Through COVID-19

    To help organizations migrate to a remote workforce during COVID-19, we have compiled a list of practical and actionable practices that can help contact centers manage through the coronavirus pandemic

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  • Forrester – 3 Customer Service Megatrends: Fuse AI & Agents To Drive Better Experiences

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  • What is Sentiment Analysis? Tools, Best Practices & More

    What is Sentiment Analysis? Tools, Best Practices & More

    Analytics of all sorts provide invaluable insight to managers and team leaders in charge of call center operations. Among the many metrics worth considering to improve your organization’s...

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  • Call Center Service Levels: Calculations, Metrics, & Industry Standards

    Call Center Service Levels: Calculations, Metrics, & Industry Standards

    Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of...

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  • CallMiner Alert: Real-Time Call Monitoring and Redaction2:29

    CallMiner Alert: Real-Time Call Monitoring and Redaction

    Eureka Alert combines AI-driven automated transcription, alerting, and redaction to provide your contact centre supervisors, quality analysts, and agents with real-time, actionable business insights.

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  • CallMiner Profile In Forbes Magazine

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  • CallMiner Coach: Real-Time Agent Quality Management2:18

    CallMiner Coach: Real-Time Agent Quality Management

    Turn insights into action and take your contact centre performance to the next level with real-time agent performance optimisation and speech analytics insight from every call using CallMiner Coach.

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  • Forrester: CallMiner Named a Leader in AI-Fueled Speech Analytics

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  • CallMiner Analyze: Actionable Insight from Customer Engagement2:32

    CallMiner Analyze: Actionable Insight from Customer Engagement

    Reveal actionable intelligence from 100% of your contact centre’s customer interactions with CallMiner Analyze.

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  • CallMiner Visualize: Powered by Tableau­®2:26

    CallMiner Visualize: Powered by Tableau­®

    Bring your speech analytics data story to life. Customise and compare graphical data to reveal insight to enable change with CallMiner Visualize powered by Tableau®

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  • Top Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations,

    Top Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations,

    Debt collection is an in-the-trenches, no-love industry, which means that debt collections professionals often felt hung out to dry, like they have little support in the business world. But you...

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  • Avadyne Health Finance Uses CallMiner’s Eureka to Increase Payment ‘Asks’ for Their Customers1:41

    Avadyne Health Finance Uses CallMiner’s Eureka to Increase Payment ‘Asks’ for Their Customers

    Hear how CallMiner empowers Avadyne Health to tell their customers both what their patients say, and ‘how they feel’ during calls.

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  • What is Business Intelligence? Examples, Uses & More

    What is Business Intelligence? Examples, Uses & More

    Business intelligence (BI) stands at the intersection where big data and data science best practices meet. Modern business intelligence solutions surface actionable insights to management teams...

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  • Call Center Regulatory Compliance

    Call Center Regulatory Compliance

    Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do...

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  • How Hawaiian Airlines Used Speech Analytics to Improve CX & Bottom Line Results1:00:29

    How Hawaiian Airlines Used Speech Analytics to Improve CX & Bottom Line Results

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

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  • 10 Ways Speech Analytics Empowers the Entire Enterprise

    10 Ways Speech Analytics Empowers the Entire Enterprise

    This guide identifies 10 different ways the engagement data captured and analyzed from your call center can transform your organization’s performance and results.

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  • The State of Contact Center Technology

    The State of Contact Center Technology

    Review the most urgent contact center objectives, uncover the ripest opportunities for technology, discuss contact center challenges & address the factors that matter most when considering new tools.

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  • Scheduling Software for Call Centers: Buying Tips & Best Practices

    Scheduling Software for Call Centers: Buying Tips & Best Practices

    Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls...

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  • Miss a Webinar? Catch Up Anytime!

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  • 37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

    37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

    Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and...

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  • LISTEN World Tour London Stop #1: An Impactful & Insightful Success!

    LISTEN World Tour London Stop #1: An Impactful & Insightful Success!

    Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success. We hosted clients, partners and prospects from as far afield...

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