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  • Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

    Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

    Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies. Whether you employ scripted language...

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  • Find Out Why Customers Engage Through the Science of Conversation

    Find Out Why Customers Engage Through the Science of Conversation

    Call center agents interact with more customers daily than any other department of your company – and these conversations tend to be what makes or breaks the customer’s perception of the brand....

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  • AI Webinar June 19th: Leveraging Machine Learning in Conversational Analytics

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  • 5 Ways to Create Engaged & Empowered Call Centre Agents

    5 Ways to Create Engaged & Empowered Call Centre Agents

    Hiring new call centre agents is never easy. Employee or agent engagement is a measurement of their performance. Learn 5 tips to keep agents productive and your business successful.

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  • How AI Improves the Customer Experience

    How AI Improves the Customer Experience

    Real Use Cases of Engagement Analytics & Automation for Contact Center Success

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  • 5 Ways to Create Engaged & Empowered Call Center Agents

    5 Ways to Create Engaged & Empowered Call Center Agents

    Hiring new call center agents is never easy. Employee or agent engagement is a measurement of their performance. Learn 5 tips to keep agents productive and your business successful.

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  • The Agent Churn Cycle: Why It Happens and How to Prevent It

    The Agent Churn Cycle: Why It Happens and How to Prevent It

    Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call...

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  • 4 Ways To Use Call Recordings for Better Contact Center Performance

    4 Ways To Use Call Recordings for Better Contact Center Performance

    According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even...

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  • Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

    Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

    The Voice of the Customer (VoC) represents your customers’ perceptions, needs, and requirements. Used as a research method to identify market opportunities, gauge customer sentiment, and gain...

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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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  • CallMiner Named a Leader in AI-Fueled Speech Analytics

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  • CallMiner Customer Success Directors

    CallMiner Customer Success Directors

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  • BIA and BIA+ Certification

    BIA and BIA+ Certification

    As part of CallMiner’s commitment to accelerating return on investment for our customers, we offer advanced training to develop power users for your engagement analytics program.

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  • Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting

    Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting

    Monitoring speech and digital channels for quality management (QM) can be easier if you transition to analytics-enabled quality management (AQM).

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  • 5 Mistakes to Avoid to Create a Full Picture of the Customer Journey

    5 Mistakes to Avoid to Create a Full Picture of the Customer Journey

    The truth is that if you are tasked in your business to measure the customer experience based on interactions on a single channel, you will only get a one-dimensional view of the customer...

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  • Praxidia Knowledge Services Shows What Digital Transformation Means for Airline Contact Centers

    Praxidia Knowledge Services Shows What Digital Transformation Means for Airline Contact Centers

    Through advanced use of speech and text analytics, Praxidia delivers managed analytics and consulting the improve ROI for its clients. Read their success with largest US airline for web chat.

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  • Text and Speech Analytics Are Not Created Equal38:00

    Text and Speech Analytics Are Not Created Equal

    VP of AI Rick Britt and Data Scientist Kristen Stallings discuss how speech analytics platforms are trained on data derived from conversation and tuned for the unstructured nature of speech.

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  • CallMiner Visualize: Powered by Tableau®2:21

    CallMiner Visualize: Powered by Tableau®

    CallMiner Visualize powered by Tableau® brings your speech analytics data story to life. Customize and compare graphical data to reveal insight to enable change.

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  • 3 Potential Pitfalls of DIY Speech Analytics

    3 Potential Pitfalls of DIY Speech Analytics

    More and more organizations are looking to build in-house data science or AI teams to use emerging technology and techniques to harness the power of their data.  With the growth of these internal...

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  • Your Questions on Call Center Agent Engagement Answered

    Your Questions on Call Center Agent Engagement Answered

    Agent or employee engagement is a vital topic in call center management. Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie...

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  • 6 Ways Customer Engagement Analytics Can Go Beyond the Survey

    6 Ways Customer Engagement Analytics Can Go Beyond the Survey

    CX pros sit on a data goldmine in their call center that could complete their picture of the customer journey beyond the survey, giving them the edge needed to keep customers loyal and spending more.

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  • Miss a Webinar? Catch Up Anytime!

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  • How AQA Improves your CX and Bottom Line featuring DMG Consulting LLC58:22

    How AQA Improves your CX and Bottom Line featuring DMG Consulting LLC

    Learn how the Analytics-Enabled Quality Assurance application can cost-effectively listen to 100% of calls and identify company, product or employee trends.

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