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...
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Join Us July 23 - 25th for WebinarStock!
This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about...
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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...
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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...
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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...
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Customer Experience Management Tips & Best Practices
Customer experience management is the process of controlling interactions with leads and buyers at an organization with the goal of providing satisfactory care. Managing the experiences of...
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100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, W
Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to...
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When Automated QA Meets Digital Transformation You Fly a Friendlier Sky
According to a survey by Sabre published in Forbes of more than 100 airline executives, 51% said lack of technology stops them from improving customer experience. Moreover, Accenture said about...
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3 Reasons Why Agent Empathy Makes for Happier Customers
The CallMiner Churn Index shows that listening is critical to keeping customers loyal. When asked about their emotional state before making a call to a call centre, the top response by almost...
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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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