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Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data
Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of...
Sweet Emotion: Measuring Emotion for Better Experiences
Learn how through emotion you can gain actionable insights to better your Voice of the Customer and Voice of the Employee programs.
Customer Experience Analytics: 25 Expert Tips & Best Practices
Customer experience analytics describes a means to find and collect information about prospects and customers, and how that data is analyzed. Using customer experience (CX) analytics properly can...
LISTEN 2019 Keynote Speaker Lineup Announced!
We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019. This year’s conference theme, ‘Velocity to Vision’ will center around...
Don’t Miss Listen 2019 Award Nominations!
Got a superstar in your organization who has gone above and beyond with their use of CallMiner and our suite of products to achieve great results and improve outcomes? Then now is your chance to...
Customer Experience Demo
Risk and Compliance Demo
Agent Performance & Contact Center Efficiency Demo
Call Center Software: How to Choose the Best Software (Tips & Best Practices)
There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with...
What is a Customer Experience Map? How to Create an Effective Customer Experience Map
A customer experience map is made up of all of the touchpoints a customer could or does have with your organization as well as the interactions that take place at each touchpoint. Similar to...
For Better Customer Experience, Take a Closer Look at Context in Your Contact Center
Contact centers contain a plethora of data that can drastically impact customer experience and your customer’s overall relationship with you. It’s the place where the voice of the employee, voice...
Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback
Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent...
Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered
Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most...
How to Use Topic Modeling to Extract Conversational Insights
Interested in learning how topics are uncovered through speech analytics? Our AI team discusses how we use embedding on the sentence/phrase level to categorize topics mentioned in spoken conversation.
Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic
The CallMiner Churn Index shows that listening is critical to keeping customers loyal. Listening to a customer seems like a relatively simple ask, but many contact center agents are getting it...
What is Customer Experience Analysis?
A positive, engaging customer experience fosters customer loyalty and drives growth. In fact, 86% of customers say they’re willing to pay more for a better customer experience. According to...
Leveraging Machine Learning in Conversational Analytics
Hear from CallMiner's AI team on exposing “real world AI” through actual model outputs and real business insights gained through Machine Learning.
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.
CX Solution Pack Data Sheet
How Real-Time Coaching Improves Agent Effectiveness featuring Call Centre Helper