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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
The Inner Circle Guide to AI, Chatbots & Machine Learning
The opportunity exists for AI to take customer contact far beyond what is feasible now due the enormous amount of structured and unstructured data available.
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting
Monitoring speech and digital channels for quality management (QM) can be easier if you transition to analytics-enabled quality management (AQM).
19 Experts Reveal the One Aspect of Call Center Regulations They’d Improve
Call center regulations are complex. The Fair Debt Collection Practices Act (FDCPA), for instance, requires debt collectors to disclose the purpose of their written or oral communications at the...
What is Customer Journey Analytics?
Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. While analytics for...
How Trends Are Changing With Unified Communications
Unified telecommunications (UC) is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, by placing them in a cohesive and...
10 Speech Analytics Needs to Know for CX Pros
Read our 10 “needs to know” to introduce CX professionals who isn’t taking advantage of the data available for better Voice of the Customer and Voice of the Employee programs.
CallMiner Announces 2 New Products: Capture and Visualize
We are excited to announce two new additions to our Eureka platform: Visualize and Capture. Visualize, powered by leading business intelligence platform Tableau®, brings your speech analytics...
Visualize, powered by Tableau®, brings your speech analytics data story to life
Unsolicited Feedback Can Be Rocket Fuel for Your CX Engine
It’s time to create a complete picture of the customer experience with unsolicited feedback with speech analytics from CallMiner Eureka.
Eureka Capture Datasheet