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CallMiner Product Innovation Series: Q4 2024

CallMiner's, Bruce McMahon, shares key product updates from Q4 2024. New AI capabilities, including CallMiner AI Assist, add to the long list of AI ad...

How AI is reshaping the BPO business model

For the BPO industry, there’s a seismic shift underway. Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic val...

Research Lab

Our AI and research experts give you an inside look at our platform

Learn the latest from our team of researchers and data scientists as they break new ground in the area of conversation analytics

2023 CallMiner CX Landscape Report highlights growing AI impact on CX

The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX...

Considering a homegrown generative AI solution for conversation intelligence? Here’s why it’s harder than you think

Today's conversation intelligence solutions are applying GPT and LLMs, and organizations must carefully evaluate building in-house solutions. Read thi...

How BPOs can use AI to improve quality assurance

Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and ...

CallMiner Named the Only Leader in Conversation Intelligence for Customer Service

Forrester Research has named CallMiner the Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report, receiving to...

100 call center management tips: Insights & advice for hiring & training call center agents

Call center management involves more than just scheduling agents. Proper call center training and hiring practices are crucial for an effective contac...

Call Center vs. Contact Center: What’s the Difference?

This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.

Business Process Outsourcing Tips & Resources

This article help round up best tips and resources on the Business Process Outsourcing (BPO) from 25 different experts.

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

Read these tips and best practices for remote contact center managers and agents as businesses move to work-from-home workforces.

Call Center Service Levels: Calculations, Metrics, & Industry Standards

The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

What is Business Intelligence? Examples, Uses & More

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

Scheduling Software for Call Centers: Buying Tips & Best Practices

This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization.

First call resolution ideas

Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.

Call Center Statistics You Should Know

Here 25 interesting call center statistics that may prove helpful in deciding whether the use of one for your own business's strategy is appropriate.

What is call center outsourcing?

Call center outsourcing allows a business to offer its customers services it otherwise would not be financially well-positioned enough to offer.

25 Tips & Best Practices for Identifying the Best Call Center Services

Choosing the right outsourced call center can be hard. Read these expert tips and best practices on how to find the best call center services for your...

BPO vs. KPO Call Centers: Which Is Best For Your Call Center?

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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