CallMiner Voice of the Customer

Voice of the customer best practices

  • Leveraging AI to Make Humans More Humane

    Leveraging AI to Make Humans More Humane

    Establishing emotional customer connections the way only humans can, while offering AI-driven self-service solutions to solve simple problems, is key to digitally transform in the age of the customer.

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

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  • ContactBabel Inner Circle Guide to the Voice of the Customer

    ContactBabel Inner Circle Guide to the Voice of the Customer

    Many businesses are now using large-scale analysis of customer call recordings as well as surveys to quantify the voice of the customer. In this guide you’ll learn the state of the art for doing so.

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  • Customer Experience Trends, Challenges & Innovations

    Customer Experience Trends, Challenges & Innovations

    This study’s startling results tell a woeful tale about failed customer service execution and identifies key opportunities for brands to differentiate on the customer experience they deliver

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  • How Shellpoint Mortgage Increases CX Performance with Speech Analytics featuring CrmXchange1:01:10

    How Shellpoint Mortgage Increases CX Performance with Speech Analytics featuring CrmXchange

    Join Shellpoint Mortgage Servicing as they share how SMS has successfully implemented and evolved their speech analytics program

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  • Best Practices Roundtable Webinar: CX Megatrends to Watch in 202138:19

    Best Practices Roundtable Webinar: CX Megatrends to Watch in 2021

    WFH agents shape your brand and you can use this to improve loyalty. Contact center CX insight with emotional metrics are evolving from a from compass to GPS. Learn what the big CX of 2021 will be.

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  • How AI Fueled Speech Analytics is Driving Better PX/CX & Brand Reputation for Avadyne Health1:30:49

    How AI Fueled Speech Analytics is Driving Better PX/CX & Brand Reputation for Avadyne Health

    Learn how Avadyne Health successfully combined technology and processes to elevate patient experience, achieve client revenue goals and maintain compliance.

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  • Gant Travel's Speech Analytics Journey to Improved CX1:01:51

    Gant Travel's Speech Analytics Journey to Improved CX

    Learn about Gant Travel’s journey of successfully deploying and rapidly evolving their speech analytics program to become a critical business tool across their enterprise.

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  • CX Insights From the Pandemic

    CX Insights From the Pandemic

    Uncover how brands responded to the pandemic, the impact on customer service preferences, and where brands should focus to deliver an exceptional customer experience.

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  • How Customer Interaction Technologies Support Optimal CX Response to Crises - featuring CXPA53:55

    How Customer Interaction Technologies Support Optimal CX Response to Crises - featuring CXPA

    Join CallMiner as we discuss how companies can leverage CX insight technologies and best practices to provide actionable guidance, both in times of crisis and normalcy to improve customer experiences.

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  • Listening to the Contact Center to Overcome Pandemic Challenges

    Listening to the Contact Center to Overcome Pandemic Challenges

    This whitepaper will explore how customer experience professionals can effectively listen to your customers and front line employees for CX intelligence now and when we emerge from the pandemic.

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  • How DoublePositive Supercharged Agent Performance and CX Insights with Speech Analytics1:01:16

    How DoublePositive Supercharged Agent Performance and CX Insights with Speech Analytics

    Join Double Positive to learn how this Performance Marketing organization improved agent performance, training & development using insights to enhance client outcomes and share business intelligence.

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  • How to Convert a Remote Agent Workforce - Dialog Direct, a Qualfon Company Case Study59:14

    How to Convert a Remote Agent Workforce - Dialog Direct, a Qualfon Company Case Study

    Join Dialog Direct’s Vice President of Training, Marvie Wright as she provides an overview the advantages of migrating and creating a remote based contact center agent workforce.

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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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  • 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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  • Enhanced Voice of Customer Analytics with CallMiner3:07

    Enhanced Voice of Customer Analytics with CallMiner

    Learn how CallMiner speech analytics can combine phone data with chat, email, surveys, and tweets to give you a true, overall journey of your customers.

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  • How Avadyne Health is Driving Better PX/CX and Brand Reputation through Speech Analytics, with CRM Magazine58:28

    How Avadyne Health is Driving Better PX/CX and Brand Reputation through Speech Analytics, with CRM Magazine

    Learn how healthcare revenue cycle management leader Avadyne Health leveraged speech analytics technology to exceed their clients' revenue, patient experience, compliance & brand protection objectives

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

    CallMiner Coach: Real-Time Agent Quality Management

    CallMiner Coach encourages a call center culture of real-time agent performance optimization with speech analytics insight from every call, targeted guidance and agent self-improvement.

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  • CallMiner Analyze: Actionable Insight from Customer Engagement2:28

    CallMiner Analyze: Actionable Insight from Customer Engagement

    CallMiner Analyze, the cloud-based speech analytics solution, reveals actionable intelligence from 100% of your contact center’s customer interactions. Analyze skyrockets beyond simple transcription.

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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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  • 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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