CallMiner Voice of the Customer
Voice of the customer best practices
Stop Losing Customers By Listening To Them With Speech Analytics
Voice of Customer Analytics
US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers
Ventana Research: Putting Customer Conversations to Work
Voice of the Customer Analytics: The Power of VOC Insights in Improving Service
One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their...
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CCW Special Report: Customer Journey Mapping
Is Your Data Being Held Hostage (by your Speech Analytics Vendor)
Many call centers utilize speech analytics solutions because it helps streamline their overall operations and better track agent performance. When you decide to invest in a solution, you trust...
CallMiner Best Practices for Analytics and Business Intelligence
Learn in this CRMXchange discussion best practice for analytics and business intelligence.
5 Times When Voice Wins Over Customer Self-Service
As the post-Christmas trading analysis shows there are some significant challenges at play in the retail sector and 2018 will most likely continue in the same vein with cost pressures...
Measuring Customer Satisfaction with Speech Analytics
In this webinar CallMiner discusses measuring customer satisfaction, comparing different metrics and working out what will work best in the contact center.
Getting to the Root of Displeasure
As a business, you expect to hear from your customers, and you probably welcome their calls because they give you valuable insight into their perception of your company. The last thing you or...
TradeGlobal Uncovers Repeat Call Drives with Interaction Analytics
See how TradeGlobal uses customer journey and interaction analytics to solve repeat call drivers, improve agent training and performance, and uncover issues that impact customer service.
What is Customer Journey Mapping? How It Works, Challenges, Benefits, and More
A Definition of Customer Journey Mapping Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes from the first exposure to a brand or...
Roundtable on Quality Assurance and Analytics
Hear from our roundtable of experts how to gain customer insights to more accurately measure, track and improve the quality of the customer interactions.
Customer Journey-Based Interaction Analytics
Learn how to identify what is working right and what needs improvement that can positively impact the customer experience throughout the journey.
NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?
Numbers don’t lie. Or do they? Net Promoter Scores (NPS) and similar measures are often touted as valuable tools for keeping a finger on the pulse of customer satisfaction and improving the...
API Series 2: How to Leverage SDKs and Embedded Data to Extend Speech Analytics
The 2nd in our three-part series on applying the power of speech analytics outside of the platform itself through the use of API’s for software development kits and embedded data.
Customer Engagement Optimization
You can no longer look at a single transaction for customer satisfaction. You have to look at the entire customer journey.
The Benefits of Full Text Transcription in Speech Analytics
CallMiner speech analytics includes faster search times, text previews, discovery of the unknown, ease of use, and significantly improved speed to intelligence.
A Day in the Life of an Interaction Analytics Analyst
How do your analysts uncover your most pressing business challenges, convert them into actionable insights, implement improvements and prepare reports to support your business objectives?