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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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Omnichannel customer service: Tips for great experiences

Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it. 

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CallMiner Research Lab

Call center analytics software buying guide

Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover...

Understanding the different types of customer satisfaction

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are nu...

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

25 ways to improve call center efficiency

Experts share tips for improving customer satisfaction with call center efficiency. Learn how your business can improve its call center efficiency met...

How to improve customer satisfaction (CSAT) and business performance

Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans.

25 tips to increase customer satisfaction

Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction.

Understanding the omnichannel customer journey

Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channe...

Nine call center initiatives to consider

Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center effici...

101 customer service stats you need to know

Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.

Can data help assess customer vulnerability and affordability? Yes. Here’s why

Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify...

Coaching sales interactions takes more than experience – it takes the right technology

Technology continues to evolve. Rick Britt shares why it’s time to start moving the needle using technology like sales conversation analytics.

What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)

CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navig...

23 experts share their favorite call center ideas

23 call center experts share their most impactful call center innovation that helped transform their business and improve call center KPIs.

Introduction to Responsible AI: Unpacking the harms

The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms...

What makes business intelligence (BI) important?

Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools ca...

We used our own product for Sales Conversation Analytics

The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases.

Using customer journey mapping to improve CX

Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and...

Buying Guide: How to select the best call center management software

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best softwa...

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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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