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Identify Actionable Engagement Insights to Reduce Employee and Customer Churn featuring Ember
Learn how to use AI-fueled speech analytics to develop a deeper understanding of positive (and negative) behaviours amongst your customers and employees.
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.
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.
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.
How AI Improves the Customer Experience
Real Use Cases of Engagement Analytics & Automation for Contact Center Success
The Role of AI in Customer Experience [Infographic]
It seems like everyone is talking about artificial intelligence (AI) and how it is effecting our lives at home, at work, as well as how we communicate, shop and consume media. And AI is changing...
The Inner Circle Guide to AI, Chatbots & Machine Learning UK
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.
Call Centre Quality Assurance Guide (UK)
Call centre quality management or quality assurance makes sure the desired outcomes are met for both your agents and your customers.
Customer Experience Demo
Agent Performance & Contact Center Efficiency Demo
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,...
How Real-Time Coaching Improves Agent Effectiveness featuring Call Centre Helper
Train contact centre agents to unlock the potential of agent-customer conversations and create positive experiences through coaching in real-time.
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).
UK Contact Centre Decision-Maker’s Guide 2018-2019
Risk and Compliance Demo
UK CallMiner Index: Consumer switching by sector, the reasons and the impact of call centres
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...
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...
CallMiner Analyze: Actionable Insight from Customer Engagement