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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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5 Ways to Improve Customer Satisfaction in the Digital Age

Optimizing customer experience in the digital age requires a process of continuous improvement. Read on to learn more about making the most of your CX strategy.

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CallMiner Research Lab

27 Expert Tips for Reducing Product Recalls

Product recalls can have a dramatic impact on both a business's reputation and bottom-line. Read on to hear advice from industry experts on how to red...

Customer experience + employee experience = ROI

Our recent webinar with Kate Leggett, VP Principal Analyst at Forrester, dove into the impact of customer and employee experience on businesses’ botto...

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

Capitalizing on Feedback with Conversation Intelligence

It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cas...

Tailor customer experiences with artificial intelligence

Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporat...

The 'Human' and 'Technology' Elements in Quality Monitoring

Read on for our list of tips to automate your quality monitoring process.

Conversation Intelligence: Benefits & Best Practices

Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practice...

CallMiner Product Innovation Series: September 2022

CallMiner's new Product Innovation Series showcases advancements made to the CallMiner platform. The 2022.09 release introduces new functionality acro...

CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount...

LISTEN is back! Join us in Miami, Oct. 31 – Nov. 2

CallMiner's annual LISTEN conference is back in person at Loews Miami Beach Hotel in Miami, October 31 through November 2. Register today for three da...

Research reveals customer experience as a top priority for call centres in South Africa

A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage perfor...

5 Tips to Improve Contact Center Culture & Productivity

Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strate...

Six best practices for omnichannel customer engagement

Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omni...

Components of a modern VoC program

Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer i...

Three best practices for effective call management

Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call managemen...

Technical basics series: PCA for "A/B" testing

Read this post from the CallMiner Research Lab to learn how to perform an "A/B" test and use PCA for ranking feature importance.

Can technology help organisations meet the recent FCA Consumer Duty requirements?

With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulne...

Overlooked Tactics for Improving Customer Experience

There is no single method for improving customer experience, and effective strategies are often ignored. Read on for our experts' list of the most ove...

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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 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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