Communications

Engagement analytics content for telecom and other communications service providers.

  • Ensuring the Truth and Nothing but the Truth with Speech Analytics58:18

    Ensuring the Truth and Nothing but the Truth with Speech Analytics

    Join The Unlimited to learn how to leverage speech analytics in your quality assurance program ensuring your organisation learns the truth & nothing but the truth on 100% of customer interactions

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  • The Continuum Maturity Model

    The Continuum Maturity Model

    This first-of-its-kind assessment methodology enables you to quantify the maturity of your speech analytics programs and define steps to accelerate implementation, adoption and results.

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  • From Zero to Hero in 10 Months: A Compliance & CX Case Study47:13

    From Zero to Hero in 10 Months: A Compliance & CX Case Study

    Join Freeway Insurance to learn how to drive improved contact centre outcomes. Engage customers across all communication channels using the best technologies & practices to optimise compliance & CX.

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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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  • 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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  • The US Inner Circle Guide to First-Contact Resolution

    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.

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  • Remote Agents: Managing a WFH Contact Center

    Remote Agents: Managing a WFH Contact Center

    This report provides advice to empower agents during this era of remote working.

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  • Customer Interaction Analytics for Communications Companies

    Customer Interaction Analytics for Communications Companies

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  • New Standards for Customer Contact Performance

    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.

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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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  • Customer Experience & Voice of the Customer Datasheet

    Customer Experience & Voice of the Customer Datasheet

    Read about Speech Analytics for Voice of the Customer insight and see Eureka use case examples

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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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  • Inner Circle Guide to Cloud-Based Contact Center Solutions

    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.

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  • Managing Contact Centers Through the Pandemic59:56

    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.

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  • Can You Hear Me Now? How to Use Speech Analytics to Close More Sales with JLodge59:40

    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.

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  • Contact Center Practices and Guidelines for Managing Through COVID-19

    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

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  • The CX Pro’s Guide to Speech Analytics

    The CX Pro’s Guide to Speech Analytics

    See how speech analytics can uniquely empower customer experience initiatives!

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  • Announcing Medallia Partnership to Empower Voice of the Customer Insights

    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...

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  • Guide to Contact Engagement Analytics

    Guide to Contact Engagement Analytics

    Download this guide to improving contact center efficiency, agent performance, and compliance.

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  • Dialog Direct Customer Success Story2:42

    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.

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