CallMiner Solution Packs are designed to jump start your speech analytics program with out-of-the-box content, leading to faster speed to intelligence.
LISTEN Update: Award Nominations, New Keynote, Hackathon, Workshops, Sessions & Activities!
This year’s 10th LISTEN event, CallMiner’s annual user conference, October 23-25th, provides even more edu...
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Top 10 Gamification Blogs
Gamification is a popular strategy that contact centers use to improve employee performance as well as business results. Many contact centers have experienced increased revenues, higher sales,...
Congratulations to the 2018 LISTEN Awards Winners
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer...
Stop Losing Customers By Listening To Them With Speech Analytics
How Listening to Customer Impacts Your Bottom Line
We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings. In...
Dialog Direct Customer Success Story
Collection Success Stories in the Contact Center: Part 2
Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent retention being two of the biggest. One error...
Contact Babel US Contact Center Decision-Makers' Guide 2018
Stop Avoidable Customer Churn With Great Agent Behavior
If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear...
CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction and Alerting
At last week’s LISTEN customer conference, we announced how Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center...
Optimizing “Coachable and Commendable Moments” Through Automated QA Analytics
Cabot and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards
We are excited to announce that last week CallMiner and Cabot Credit Management (Cabot) won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018 presented by Credit,...
5 Ways to Define What Enterprise-Ready Means for Speech Analytics
The CX Pro’s Guide to Speech Analytics
Read how speech analytics can uniquely empower customer experience initiatives!
Not Valuing Customers Leads to $136 Billion Switching Epidemic
New research by CallMiner reveals that US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems. And it’s costing them...
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...
US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers
20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
From essentials like average handle time to broader metrics such as call center service levels, there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all...
Speech Analytics Is A Crime Fighting Agent!
Fraud continues to be a significant problem for businesses around the world. As measures to combat mail and Internet fraud increase, criminals are moving their attempts to contact centers. Too...
Ventana Research: Putting Customer Conversations to Work
Thoughts From The AI Summit In San Francisco