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The latest industry trends and insights from our CallMiner thought leaders to help you get the most out of conversation analytics and improve your business.

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Four eras of AI innovation in conversation intelligence

Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies.

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CallMiner Research Lab

Technical basics series: The singular value decomposition (SVD) 101

Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. Learn more about SVD applica...

What is a conversation intelligence platform?

Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suit...

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

Five ways to be a better ally in contact centers

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change t...

Four ways to create a better customer experience

Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your...

CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix indepen...

What is continuous business performance improvement?

Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organi...

What is customer experience management and why it matters

Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools need...

Detecting customer emotions with CallMiner

Detecting emotions is hard. It is hard for machines because it is hard for humans. Read this blog to learn why it is so hard and why the CallMiner pla...

What is Contact Center as a Service (CCaaS)?

Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment...

How to improve service level in your call center

Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you cu...

Technical basics series: Bayesian inference 101

All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it d...

What is customer lifetime value?

Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used...

25 tips for setting B2B sales goals

Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals.

Do you need a call recorder or a recording engine?

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about ea...

Four steps to improving the patient journey

As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey...

Technical basics series: From Python to Haskell

Haskell is a big functional language. Instead of laying out the language systematically, the CallMiner Research Lab starts with the parts most similar...

Understanding post-call vs. real-time audio capture

Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how cus...

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Get to know our featured authors.

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Jeff Gallino

CEO & Founder

As CEO and founder, Jeff is focused on CallMiner's strategic direction and operational execution. Jeff has more than 25 years of experience [...]

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Bruce McMahon

Chief Product Officer

As Chief Product Officer at CallMiner, Bruce is responsible for product management, strategy, and roadmap. He has more than 15 years of expe [...]

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Frank Sherlock

Vice President, International

Frank Sherlock is the VP for CallMiner International, responsible for expanding CallMiner customer footprint in the region. Based in the UK, [...]

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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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