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Webinar 2019-05: 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!
CallMiner Customer Success Directors
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.
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...
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.
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.
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.
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...
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...
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.
What is Sentiment Analysis? Examples, Best Practices, & More
A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication...
Multi-Channel Interaction Analytics
CallMiner’s Eureka multichannel analytics eliminates channel boundaries to deliver insight across voice and text-based interactions.
What Can AI Do To Help Your Business Today?
Vice President of AI Rick Britt and Senior Data Scientist Yang Liu break down myth from reality on AI’s popularity and how you can turn the data captured in your call center into actionable insights.
What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices
PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to...
The Do’s and Don’ts of Customer Engagement Analytics from CCW
Speech analytics has come a long way since its introduction. No longer is it constrained to the walls of traditional quality assurance. Earlier this year, I sat down with Brian Cantor of Customer...
Ask the Expert: 6 Questions About AI in the Contact Center
In the latest edition of the Inner Circle’s Guide to AI, Chatbots & Machine Learning CallMiner’s VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user...
Creating Customer Service Super Agents with Data, Tech and Coaching Featuring Forrester
CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row
We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach. In 2012,...
Gamification and Analytics Drive Better Agent Engagement and Performance
Gamification is a fun and popular way to improve agent performance, satisfaction, and effect the outcomes from those contacts with your customers. Using analytics and gamification is an effective...
6 Ways Customer Engagement Analytics Can Go Beyond the Survey