CallMiner Voice of the Customer

Voice of the customer best practices

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

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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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  • US Inner Circle Guide to Customer Interaction Analytics

    US Inner Circle Guide to Customer Interaction Analytics

    This guide helps illuminate many of the issues to be considered when researching and selecting such an interaction analytics solution.

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  • Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight

    Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight

    In this whitepaper, we’ll discuss the importance of VoC, how to measure it with data-driven strategies and tools to uncover value and transform CX for bottom-line impact and increased brand loyalty.

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  • What is CSAT? Definition, How to Measure CSAT & Tips

    What is CSAT? Definition, How to Measure CSAT & Tips

    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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  • Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

    Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

    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 make...

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  • Why Your Contact Center Conversations Are A CX Goldmine! Hosted by CXPA54:48

    Why Your Contact Center Conversations Are A CX Goldmine! Hosted by CXPA

    Pull back the curtain from the contact center and shine as spotlight to uncover the key drivers of customer experience from every conversation being captured already!

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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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