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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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21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

A panel of call center leaders discuss the role of business analysts in call center operations and in the development of call center solutions.

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CallMiner Research Lab

The fusing of AI & automation with human judgment in call center success

See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they se...

What is Customer Feedback Management (CFM)?

See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisio...

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

Gone Virtual: Recap of the CETX Conference

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a succ...

What Executives Need To Know About Contact Center Compliance

When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts...

What is eDiscovery?

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

Emotions list: A list of emotions & how to identify them

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

24 Marketers, CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience

Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer exper...

Termination Letter Examples for Call Centers & Customer Service Pros

This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.

What is customer value?

Understand how to define what customer value is for your company, why it's important, and how good customer experience and satisfaction enhances its v...

5 Benefits Of An API Integration In Your Contact Center

Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamif...

10 Omnichannel Customer Service Best Practice Tips

Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.

What Are Customer Analytics?

Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.

What are QA metrics? Examples for call centers, aligning with your goals and best practices

Learn what call center quality assurance (QA) metrics are, and how your company can better align with call center QA best practices to achieve the bes...

Exit Interview Questions for Call Center Employees

These employee experience questions may potentially enable you to discover important insights that can inform lasting improvements in your contact cen...

What is text analytics?

Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.

Machine learning algorithms: A tour of ML algorithms & applications

Learn more about machine learning algorithms and their current uses in a variety of industries.

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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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