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  • LISTEN 2019 Keynote Speaker Lineup Announced!

    LISTEN 2019 Keynote Speaker Lineup Announced!

    We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019. This year’s conference theme, ‘Velocity to Vision’ will center around...

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  • What is CSAT? Definition, How to Measure CSAT, and Tips from Experts

    What is CSAT? Definition, How to Measure CSAT, and Tips from Experts

    CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in...

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  • Consumer Empathy: 5 Tips for Deepening Customer Empathy

    Consumer Empathy: 5 Tips for Deepening Customer Empathy

    What’s the one skill that every customer support agent should have? Ask this question to anyone who has served in customer support, and they will have customer empathy high on their list....

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  • 5 Essentials to Build an Innovation Culture in Customer Service and CX featuring Micah Solomon48:41

    5 Essentials to Build an Innovation Culture in Customer Service and CX featuring Micah Solomon

    Hear from CX consultant, Forbes contributor, and best selling author, Micah Solomon as he discusses the five prerequisites for innovation to grow and be sustained in your business.

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  • Data Analytics Tools Buying Guide: Tips & Best Practices for Identifying the Best Data Analytics Tools

    Data Analytics Tools Buying Guide: Tips & Best Practices for Identifying the Best Data Analytics Tools

    In today’s data-driven world, data analytics tools are more important than ever. Enabling businesses to analyze raw data from multiple data sources, identify correlations and trends, and even...

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  • Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

    Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

    There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important...

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  • What is Data Mining? Definition, Techniques, Tools and Tips from Experts

    What is Data Mining? Definition, Techniques, Tools and Tips from Experts

    Data mining is the process of collecting, assimilating and utilizing information for anomalies and/or benefits. The data is typically collected from large databases and processed to determine...

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  • How to Build a Speech Analytics Program56:41

    How to Build a Speech Analytics Program

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  • CallMiner Profile In Forbes Magazine

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  • Business Intelligence Software: How to Choose the Best Software

    Business Intelligence Software: How to Choose the Best Software

    Analytics, from speech analytics to web analytics and beyond, are a part of your business. Not just the “backend,” either. Data is a part of every aspect of the buyer journey, inventory, and...

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  • CallMiner Named a Leader in AI-Fueled Speech Analytics

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  • Text & Speech Analytics: Different Models For Different Use Cases, Produced by No Jitter

    Text & Speech Analytics: Different Models For Different Use Cases, Produced by No Jitter

    Dispelling the myth that out-of-the-box text analytics tools work the same on spoken conversations as they do on written words.

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  • What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR

    What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR

    Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a...

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  • 5 Gold Standards to Improve Customer Surveys, featuring InterAction Metrics1:02:51

    5 Gold Standards to Improve Customer Surveys, featuring InterAction Metrics

    Learn how to get more out of your customer surveys from Martha Brooke, Chief Analyst and Founder of Interaction Metrics, and CallMiner’s Steve Chirokas in this webinar.

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  • Join Us at UK Customer Forum

    Join Us at UK Customer Forum

    We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base. Besides enjoying the sights and sounds of London and...

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  • What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

    What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

    After call work includes all tasks which require completion once your contact center’s agents phone conversations with customers are finished. While there are a number of things that take place...

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  • Intro to CallMiner Eureka UK

    Intro to CallMiner Eureka UK

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  • Don’t Miss Listen 2019 Award Nominations!

    Don’t Miss Listen 2019 Award Nominations!

    Got a superstar in your organization who has gone above and beyond with their use of CallMiner and our suite of products to achieve great results and improve outcomes? Then now is your chance to...

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

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  • Intro to Eureka Analyze

    Intro to Eureka Analyze

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  • 5 Standards of Excellent Customer Listening

    5 Standards of Excellent Customer Listening

    In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening programs always meets the same 5 standards....

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  • Identify Actionable Engagement Insights to Reduce Employee and Customer Churn featuring Ember1:02:51

    Identify Actionable Engagement Insights to Reduce Employee and Customer Churn featuring Ember

    Learn how to use AI-fueled speech analytics to develop a deeper understanding of positive (and negative) behaviours amongst your customers and employees.

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  • Miss a Webinar? Catch Up Anytime!

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  • What is NPS? Definition, Techniques, Tools and Tips from Experts

    What is NPS? Definition, Techniques, Tools and Tips from Experts

    A Net Promoter Score (NPS) is one of several scoring methods companies use to measure the customer experience and gauge customer satisfaction. Specifically, NPS is a value or metric used to gauge...

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  • What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

    What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

    Business intelligence (BI) is a collection of tools and strategies that analyze and convert raw data into actionable and coherent information for use in business analysis to help in decision...

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