CallMiner UK

  • How Real-Time Coaching Improves Agent Effectiveness featuring Call Center Helper1:09:16

    How Real-Time Coaching Improves Agent Effectiveness featuring Call Center Helper

    Train contact centre agents to unlock the potential of agent-customer conversations and create positive experiences through coaching in real-time.

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  • 5 Ways to Create Engaged & Empowered Call Centre Agents

    5 Ways to Create Engaged & Empowered Call Centre Agents

    Hiring new call centre agents is never easy. Employee or agent engagement is a measurement of their performance. Learn 5 tips to keep agents productive and your business successful.

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  • The Inner Circle Guide to AI, Chatbots & Machine Learning UK

    The Inner Circle Guide to AI, Chatbots & Machine Learning UK

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  • CallMiner Named a Leader in AI-Fueled Speech Analytics

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  • CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

    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,...

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  • Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting

    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).

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  • UK Contact Centre Decision-Maker’s Guide 2018-2019

    UK Contact Centre Decision-Maker’s Guide 2018-2019

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  • UK CallMiner Index: Consumer switching by sector, the reasons and the impact of call centres

    UK CallMiner Index: Consumer switching by sector, the reasons and the impact of call centres

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  • The Call Centre Can Be a Thin Line Between Love and Hate

    The Call Centre Can Be a Thin Line Between Love and Hate

    I was prompted by a BBC.com articled entitled ‘Which banks do customers love or hate?’ to think about the impact of a call center on the emotional divide the article highlights. The research by...

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  • Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

    Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

    The CallMiner Index UK  uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are...

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  • CallMiner Analyze: Actionable Insight from Customer Engagement2:28

    CallMiner Analyze: Actionable Insight from Customer Engagement

    CallMiner Analyze, the cloud-based speech analytics solution, reveals actionable intelligence from 100% of your contact center’s customer interactions. Analyze skyrockets beyond simple transcription.

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  • UK Insurance: Contact Centre Vertical Market Report

    UK Insurance: Contact Centre Vertical Market Report

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  • 7 Things Contact Centre Agents Know To Be Happy In Their Job

    7 Things Contact Centre Agents Know To Be Happy In Their Job

    Being a contact center agent or advisor can be a very fulfilling job when you’ve solved a problem for a customer and sent them away happy.  But not every contact center is set up to make it easy...

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  • CallMiner Coach: Real-Time Agent Quality Management2:18

    CallMiner Coach: Real-Time Agent Quality Management

    CallMiner Coach encourages a call center culture of real-time agent performance optimization with speech analytics insight from every call, targeted guidance and agent self-improvement.

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  • UK Collections: The Path to Return on Investment

    UK Collections: The Path to Return on Investment

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  • Customer Experience Datasheet UK

    Customer Experience Datasheet UK

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  • Does Average Handle Time (AHT) Really Matter?

    Does Average Handle Time (AHT) Really Matter?

    I see a lot of chatter on my various social feeds around Average Handle Time (AHT). The major point of debate is that AHT is now a useless metric for understanding how effective you are at...

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  • 5 Employee Engagement Trends in 2019

    5 Employee Engagement Trends in 2019

    Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher...

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  • Generate and Accelerate ROI with Interaction Analytics and Consulting Services featuring Ember Services1:01:38

    Generate and Accelerate ROI with Interaction Analytics and Consulting Services featuring Ember Services

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  • Call Centre Metrics Agents Should Be Aware Of…But Probably Aren’t

    Call Centre Metrics Agents Should Be Aware Of…But Probably Aren’t

    There are tons of call center metrics. Many are the focus of management, rather than call center reps. We asked a panel of 20 call center pros about the most important call center metrics reps...

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  • Intro to CallMiner Eureka UK

    Intro to CallMiner Eureka UK

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