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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
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.
Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?
We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer. Many organizations are sitting on a gold mine of...
How AI Improves the Customer Experience
Real Use Cases of Engagement Analytics & Automation for Contact Center Success
Utilities Churn: CallMiner Index UK
A Day in the Life of an Analyst Webinar
The Inner Circle Guide to AI, Chatbots & Machine Learning