CallMiner Whitepapers

Best practices, guides, and industry thought leadership

  • Leveraging AI to Make Humans More Humane

    Leveraging AI to Make Humans More Humane

    Establishing emotional customer connections the way only humans can, while offering AI-driven self-service solutions to solve simple problems, is key to digitally transform in the age of the customer.

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  • CX Insights From the Pandemic

    CX Insights From the Pandemic

    Uncover how brands responded to the pandemic, the impact on customer service preferences, and where brands should focus to deliver an exceptional customer experience.

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

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  • The US CallMiner Churn Index 2020

    The US CallMiner Churn Index 2020

    Find out more about what drives consumers to stay loyal or switch US suppliers in the new CallMiner Churn Index. With key findings on the role of contact centers & how to avoid costly customer churn.

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  • ContactBabel Inner Circle Guide to the Voice of the Customer

    ContactBabel Inner Circle Guide to the Voice of the Customer

    Many businesses are now using large-scale analysis of customer call recordings as well as surveys to quantify the voice of the customer. In this guide you’ll learn the state of the art for doing so.

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  • Frost & Sullivan Contact Center Buyers Guide 2020

    Frost & Sullivan Contact Center Buyers Guide 2020

    Read what Frost & Sullivan has to say about the state of the contact center technology marketplace, and specifically their assessment of CallMiner’s Eureka platform

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

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  • Customer Experience Trends, Challenges & Innovations

    Customer Experience Trends, Challenges & Innovations

    This study’s startling results tell a woeful tale about failed customer service execution and identifies key opportunities for brands to differentiate on the customer experience they deliver

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  • The Continuum Maturity Model

    The Continuum Maturity Model

    This first-of-its-kind assessment methodology enables you to quantify the maturity of your speech analytics programs and define steps to accelerate implementation, adoption and results.

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  • ContactBabel US Customer Experience Decision-Makers’ Guide

    ContactBabel US Customer Experience Decision-Makers’ Guide

    This invaluable guide provides best practices for implementation and execution of CX enhancement activities and includes CX statistics by company size, industry & more.

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  • ContactBabel US Inner Circle Guide to Outbound Contact Centers

    ContactBabel US Inner Circle Guide to Outbound Contact Centers

    This invaluable guide provides best practices for implementation and execution of outbound contact center activities and includes market sizing as well as other industry statistics.

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  • US CallMiner Churn Index for Insurance Organizations

    US CallMiner Churn Index for Insurance Organizations

    Discover what drives U.S. insurance customers to stay loyal or switch in the new CallMiner Churn Index for Insurance. Get key findings on the role of call centers & how to avoid costly customer churn.

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  • The US Inner Circle Guide to First-Contact Resolution

    The US Inner Circle Guide to First-Contact Resolution

    Nothing about first contact resolution is simple. This report will help you measure it accurately, balance it against other business metrics, and improve FCR to help you and your customer.

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  • US CallMiner Churn Index for Banking Organizations

    US CallMiner Churn Index for Banking Organizations

    Discover what drives US bank customers to stay loyal or switch in the new CallMiner Churn Index for banking. Get key findings on the role of call centers & how to avoid costly customer churn.

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  • US CallMiner Churn Index for Utilities Organizations

    US CallMiner Churn Index for Utilities Organizations

    Discover what drives US utilities customers to stay loyal or switch in the new CallMiner Churn Index for utilities. Get key findings on the role of call centers & how to avoid costly customer churn.

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  • New Standards for Customer Contact Performance

    New Standards for Customer Contact Performance

    This study examines what contact centers are doing to maintain/improve their performance during these trying times and how a successful contact center will be defined in the months and years ahead.

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  • Listening to the Contact Center to Overcome Pandemic Challenges

    Listening to the Contact Center to Overcome Pandemic Challenges

    This whitepaper will explore how customer experience professionals can effectively listen to your customers and front line employees for CX intelligence now and when we emerge from the pandemic.

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  • Inner Circle Guide to Cloud-Based Contact Center Solutions

    Inner Circle Guide to Cloud-Based Contact Center Solutions

    This report answers contact center management’s most pressing questions around the decision to move from on-premise to cloud-based contact center solutions.

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  • Remote Agents: Managing a WFH Contact Center

    Remote Agents: Managing a WFH Contact Center

    This report provides advice to empower agents during this era of remote working.

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  • Leveraging Speech Analytics as a Data Source for Business Analytics

    Leveraging Speech Analytics as a Data Source for Business Analytics

    Companies are leveraging new tools to solve larger or previously unsolvable problems. Download this whitepaper to learn how using machine learning techniques can improve every aspect of your business.

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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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  • 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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