Engagement analytics content for telecom and other communications service providers.
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.
The US Inner Circle Guide to First-Contact Resolution
Nothing about first contact resolution is simple. This report will help you measure it accurately, balance it against other business metrics, and improve FCR to help you and your customer.
Remote Agents: Managing a WFH Contact Center
This report provides advice to empower agents during this era of remote working.
Customer Interaction Analytics for Communications Companies
New Standards for Customer Contact Performance
This study examines what contact centers are doing to maintain/improve their performance during these trying times and how a successful contact center will be defined in the months and years ahead.
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.
Customer Experience & Voice of the Customer Datasheet
Read about Speech Analytics for Voice of the Customer insight and see Eureka use case examples
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.
Inner Circle Guide to Cloud-Based Contact Center Solutions
This report answers contact center management’s most pressing questions around the decision to move from on-premise to cloud-based contact center solutions.
Managing Contact Centers Through the Pandemic
Join contact center expert Donna Fluss and CX leader Steve Chirokas as they discuss best practices to handle transitioning to, and managing, a remote contact center workforce during this pandemic.
Can You Hear Me Now? How to Use Speech Analytics to Close More Sales with JLodge
Hear from J.Lodge, how they quickly launched, scaled, and adjusted tactics in their speech analytics programs to double close rates for a national telecommunications provider.
Contact Center Practices and Guidelines for Managing Through COVID-19
To help organizations migrate to a remote workforce during COVID-19, we have compiled a list of practical and actionable practices that can help contact centers manage through the coronavirus pandemic
The CX Pro’s Guide to Speech Analytics
Read how speech analytics can uniquely empower customer experience initiatives!
Announcing Medallia Partnership to Empower Voice of the Customer Insights
This week CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology. The new partnership pairs CallMiner’s contact center engagement analytics...
Guide to Contact Engagement Analytics
Download this guide to improving contact center efficiency, agent performance, and compliance.
Dialog Direct Customer Success Story
Hear from customer experience and marketing solutions BPO Dialog Direct how they used CallMiner to deliver significant sales, contact center process improvements and coaching success.
Stop Losing Customers By Listening To Them With Speech Analytics
Learn how speech analytics can protect your business from this customer switching epidemic by understanding why customers leave and how listening with empathy can help improve loyalty.
5 Benefits of Collecting Metrics to Identify Common Contact Reasons
No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That...
CallMiner Advantages: Head & Shoulders Above the Rest
US CallMiner Index: Communications
In the last 12 months alone, 51% of consumers said they had switched communications companies, placing the telecommunications sector top in the CallMiner Index. Read what are the leading causes.