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  • How AI Improves the Customer Experience

    How AI Improves the Customer Experience

    Real Use Cases of Engagement Analytics & Automation for Contact Center Success

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  • Text and Speech Analytics Are Not Created Equal38:00

    Text and Speech Analytics Are Not Created Equal

    VP of AI Rick Britt and Data Scientist Kristen Stallings discuss how speech analytics platforms are trained on data derived from conversation and tuned for the unstructured nature of speech.

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  • CallMiner Visualize: Powered by Tableau®2:21

    CallMiner Visualize: Powered by Tableau®

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

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  • 3 Potential Pitfalls of DIY Speech Analytics

    3 Potential Pitfalls of DIY Speech Analytics

    More and more organizations are looking to build in-house data science or AI teams to use emerging technology and techniques to harness the power of their data.  With the growth of these internal...

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  • Your Questions on Call Center Agent Engagement Answered

    Your Questions on Call Center Agent Engagement Answered

    Agent or employee engagement is a vital topic in call center management. Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie...

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  • How AQA Improves your CX and Bottom Line featuring DMG Consulting LLC58:22

    How AQA Improves your CX and Bottom Line featuring DMG Consulting LLC

    Learn how the Analytics-Enabled Quality Assurance application can cost-effectively listen to 100% of calls and identify company, product or employee trends.

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

    What is Sentiment Analysis? Examples, Best Practices, & More

    A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication...

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  • Multi-Channel Interaction Analytics

    Multi-Channel Interaction Analytics

    CallMiner’s Eureka multichannel analytics eliminates channel boundaries to deliver insight across voice and text-based interactions.

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  • What Can AI Do To Help Your Business Today?38:12

    What Can AI Do To Help Your Business Today?

    Vice President of AI Rick Britt and Senior Data Scientist Yang Liu break down myth from reality on AI’s popularity and how you can turn the data captured in your call center into actionable insights.

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  • CallMiner Named a Leader in AI-Fueled Speech Analytics

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  • What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

    What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

    PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to...

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  • The Do’s and Don’ts of Customer Engagement Analytics from CCW

    The Do’s and Don’ts of Customer Engagement Analytics from CCW

    Speech analytics has come a long way since its introduction. No longer is it constrained to the walls of traditional quality assurance. Earlier this year, I sat down with Brian Cantor of Customer...

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  • Ask the Expert: 6 Questions About AI in the Contact Center

    Ask the Expert: 6 Questions About AI in the Contact Center

    In the latest edition of the Inner Circle’s Guide to AI, Chatbots & Machine Learning CallMiner’s VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user...

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  • Creating Customer Service Super Agents with Data, Tech and Coaching Featuring Forrester1:03:21

    Creating Customer Service Super Agents with Data, Tech and Coaching Featuring Forrester

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  • CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

    CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

    We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach. In 2012,...

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  • Gamification and Analytics Drive Better Agent Engagement and Performance

    Gamification and Analytics Drive Better Agent Engagement and Performance

    Gamification is a fun and popular way to improve agent performance, satisfaction, and effect the outcomes from those contacts with your customers. Using analytics and gamification is an effective...

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  • 6 Ways Customer Engagement Analytics Can Go Beyond the Survey

    6 Ways Customer Engagement Analytics Can Go Beyond the Survey

    CX pros sit on a data goldmine in their call center that could complete their picture of the customer journey beyond the survey, giving them the edge needed to keep customers loyal and spending more.

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  • Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

    Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

    We are well within the “Age of the Customer”.  The first step toward competing successfully in this era is capturing the voice of the customer. Many organizations are sitting on a gold mine of...

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  • Utilities Churn: CallMiner Index UK

    Utilities Churn: CallMiner Index UK

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  • A Day in the Life of an Analyst Webinar

    A Day in the Life of an Analyst Webinar

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  • Miss a Webinar? Catch Up Anytime!

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  • The Inner Circle Guide to AI, Chatbots & Machine Learning

    The Inner Circle Guide to AI, Chatbots & Machine Learning

    The opportunity exists for AI to take customer contact far beyond what is feasible now due the enormous amount of structured and unstructured data available.

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  • Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting

    Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting

    Monitoring speech and digital channels for quality management (QM) can be easier if you transition to analytics-enabled quality management (AQM).

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