CallMiner Whitepapers

Best practices, guides, and industry thought leadership

  • Leveraging Emotion to Improve CX & Elevate Contact Center Performance

    Leveraging Emotion to Improve CX & Elevate Contact Center Performance

    The key ingredient for delivering a five-star customer experience in the contact center is leveraging emotion across customer interactions. This whitepaper will help you understand how this is done.

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  • Forrester – 3 Customer Service Megatrends: Fuse AI & Agents To Drive Better Experiences

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  • Contact Center Practices and Guidelines for Managing Through COVID-19

    Contact Center Practices and Guidelines for Managing Through COVID-19

    To help organizations migrate to a remote workforce during COVID-19, we have compiled a list of practical and actionable practices that can help contact centers manage through the coronavirus pandemic

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  • The State of Contact Center Technology

    The State of Contact Center Technology

    Review the most urgent contact center objectives, uncover the ripest opportunities for technology, discuss contact center challenges & address the factors that matter most when considering new tools.

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  • 10 Ways Speech Analytics Empowers the Entire Enterprise

    10 Ways Speech Analytics Empowers the Entire Enterprise

    This guide identifies 10 different ways the engagement data captured and analyzed from your call center can transform your organization’s performance and results.

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  • ContactBabel US Contact Center Vertical Market Report: Finance

    ContactBabel US Contact Center Vertical Market Report: Finance

    This study looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US financial services sector.

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  • Forrester: CallMiner Named a Leader in AI-Fueled Speech Analytics

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  • How AI Improves the Customer Experience

    How AI Improves the Customer Experience

    Real Use Cases of Engagement Analytics & Automation for Contact Center Success

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  • ContactBabel US Contact Center Vertical Market Report: Insurance

    ContactBabel US Contact Center Vertical Market Report: Insurance

    This study looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US insurance industry.

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  • U.S. Contact Center Decision-Makers' Guide

    U.S. Contact Center Decision-Makers' Guide

    Customer interaction analytics offers opportunities to gain insight, improve operational efficiency & develop agent performance. This guide helps inform your solution research and selection decisions.

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  • ContactBabel US Contact Center Vertical Market Report: Retail

    ContactBabel US Contact Center Vertical Market Report: Retail

    This study looks at the structure, growth, technology, HR and commercial issues found in contact centers within the U.S. retail industry.

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  • Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight

    Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight

    In this whitepaper, we’ll discuss the importance of VoC, how to measure it with data-driven strategies and tools to uncover value and transform CX for bottom-line impact and increased brand loyalty.

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  • US Inner Circle Guide to Customer Interaction Analytics

    US Inner Circle Guide to Customer Interaction Analytics

    This guide helps illuminate many of the issues to be considered when researching and selecting such an interaction analytics solution.

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  • Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI

    Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI

    This study identifies consumer concern around fraud, habits & channel preferences for communicating with brands & perceptions around use of artificial intelligence & speech technology to prevent fraud

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  • Text & Speech Analytics: Different Models For Different Use Cases, Produced by No Jitter

    Text & Speech Analytics: Different Models For Different Use Cases, Produced by No Jitter

    Dispelling the myth that out-of-the-box text analytics tools work the same on spoken conversations as they do on written words.

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  • CallMiner CX Solution Pack Overview

    CallMiner CX Solution Pack Overview

    CallMiner’s CX Solution Pack is a speech analytics industry first resource for delivering Customer Experience (CX) insight from contact center conversation behaviors.

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  • 6 Ways Customer Engagement Analytics Can Go Beyond the Survey

    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.

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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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  • The CX Pro’s Guide to Speech Analytics

    The CX Pro’s Guide to Speech Analytics

    Read how speech analytics can uniquely empower customer experience initiatives!

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

    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.

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  • US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers

    US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers

    Avoidable customer churn is costing US businesses $136 billion a year. Our survey shows that the call center plays a pivotal role in whether consumers stay loyal or decide to switch.

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  • Unsolicited Feedback Can Be Rocket Fuel for Your CX Engine

    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.

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