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  • 5 Employee Engagement Trends in 2019

    5 Employee Engagement Trends in 2019

    Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher...

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  • Call Center Employee Engagement Trends of 2019

    Jan 23rd Webinar
  • Customer Contact Week Winter: See You All in Nashville!

    Customer Contact Week Winter: See You All in Nashville!

    We are all pretty excited about CallMiner’s participation at Customer Contact Week Winter, in Nashville January 15 – 18, 2019.  This is the 20th year of CCW events which hosts contact center and...

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  • 3 Voice and Text Analytics Questions Answered from ROI Webinar

    3 Voice and Text Analytics Questions Answered from ROI Webinar

    Of all the trending acronyms that come and go in our industry, ROI (return on investment) is one that never goes out of style. In our recent webinar How to Get the ROI from Your Contact Center...

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  • Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

    Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

    There are tons of call center metrics. Many are the focus of management, rather than call center reps. We asked a panel of 20 call center pros about the most important call center metrics reps...

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  • Join us at CX Analytics Summit London 12 & 13 Feb

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  • ICYMI: CallMiner Top 10 Stories of 2018

    ICYMI: CallMiner Top 10 Stories of 2018

    CallMiner had some amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year! You can keep up with all the latest news by subscribing to the...

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  • CallMiner Employees Give Back Year Round

    CallMiner Employees Give Back Year Round

    This time of year is known as being the season of giving. And we at CallMiner are proud to not only participate in charitable giving during the holidays, but all year round. As CallMiner...

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  • How to Invite the Most Honest Customer Feedback: Partner Case Study

    How to Invite the Most Honest Customer Feedback: Partner Case Study

    Do you have time for a survey? Can you give us some feedback?  Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures,...

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  • How AI-Fueled Speech Analytics is Rocking the World of Customer Experience Featuring Forrester Research1:04:01

    How AI-Fueled Speech Analytics is Rocking the World of Customer Experience Featuring Forrester Research

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  • Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

    Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

    In our recent survey and report, The CallMiner Index which identifies  in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One...

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  • CallMiner Named a Leader in AI-Fueled Speech Analytics

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  • Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

    Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

    Dialog Direct is a marketing services and customer experience solution provider that differentiates by the quality of experience it can deliver to its clients and their end customers. They...

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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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  • 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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  • Stop Avoidable Customer Churn with Great Customer Experience Featuring Rant & Rave57:46

    Stop Avoidable Customer Churn with Great Customer Experience Featuring Rant & Rave

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  • Generate and Accelerate ROI with Interaction Analytics and Consulting Services featuring Ember Services1:01:38

    Generate and Accelerate ROI with Interaction Analytics and Consulting Services featuring Ember Services

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  • Identify Root Cause to Reduce Calls Featuring Thomson Reuter's1:00:45

    Identify Root Cause to Reduce Calls Featuring Thomson Reuter's

    CallMiner speech analytics is used by Thomson Reuters to identify what drove customers to call, understand why they called back repeatedly, and why they were transferred.

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

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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 Analytics Featuring Praxidia57:00

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

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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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  • Miss a Webinar? Catch Up Anytime!

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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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