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November 14, 2024
When everyone's contact center now has a CX platform, specialists like CallMiner have to make implementation more straightforward for users, said CEO and founder Jeff Gallino. Read more in TechTarget.
Read moreNovember 01, 2024
Eric Williamson, CallMiner CMO, explores how the integration of generative AI, including tasks like call summarization, is revolutionizing productivity and efficiency in contact centers. Listen to the complete podcast episode.
Read moreOctober 11, 2024
Solutions Review recaps the vendor product news, VC funding, talent acquisition, and other noteworthy MarTech news. CallMiner's AI Assist news is included in the October 11 round-up. Read more.
Read moreOctober 10, 2024
The No Jitter Roll is a regular roundup of product news in the communication and collaboration spaces. CallMiner's new generative AI feature, AI Assist, is featured in a recent article. Read more.
Read moreOctober 09, 2024
CallMiner has debuted CallMiner AI Assist, a collection of new and enhanced generative AI capabilities that add automation to the analytics process within the CallMiner platform. Read more about the news in CX Scoop.
Read moreSeptember 20, 2024
Forbes shares examples of how AI is being used in real-life application, including how companies like CallMiner are delivering voice intelligence to support customer service agents and provide insights that improve call quality and customer satisfaction.
Read moreSeptember 13, 2024
The CallMiner annual CX Landscape Report is highlighted in the No Jitter Roll, the publication's regular roundup of news in the communication and collaboration spaces.
Read moreSeptember 10, 2024
CallMiner's new report reveals while businesses view GenAI as a game changer for customer experience (CX), many struggle with the cost of implementation. Read more via Unite.ai.
Read moreSeptember 10, 2024
Contact-centres.com covers the highlights from CallMiner's 2024 CX Landscape Report, including how organizations are addressing CX challenges, as well as how AI will impact those effort.
Read moreSeptember 10, 2024
CallMiner’s latest CX Landscape Report, developed in partnership with Vanson Bourne, reveals key trends in AI adoption and its impact on global contact centres and CX strategies. Read more via Call Centre Helper.
Read moreSeptember 03, 2024
CallMiner was named a top five contact center interaction analytics industry leader in 2024 by Destination CRM. Donna Fluss, president of DMG Consulting, says, “[CallMiner] is true best of breed. [Analytics] is all they do, and they do it very well.”
Read moreAugust 22, 2024
Bruce McMahon, CallMiner Chief Product Officer, shares why CallMiner is using Phi models, including for their speed, accuracy, and security. Read more via Eric Boyd, Corporate Vice President, Azure AI Platform, Microsoft, on the Azure blog.
Read moreAugust 20, 2024
CallMiner CMO, Eric Williamson, joined the Agile Brand podcast to discuss how using conversation intelligence data can enable better B2B marketing and a better customer experience.
Read moreAugust 19, 2024
The majority of teams today are contending with too much customer data, which means they struggle to generate meaningful insights from their information. CallMiner CMO, Eric Williamson spoke with BetaNews on ways to solve for this information overload.
Read moreAugust 19, 2024 by Eric Williamson, Chief Marketing Officer
Eric Williamson, CalllMiner CMO, explores how best to collect and use critical data to improve efficiencies, processes, and overall business decisions related to customer experience (CX) and employee experience (EX). Read more in Contact Center Pipeline.
Read moreAugust 12, 2024
MVF, a media marketing and services firm, set out to better its quality assurance (QA) processes. CX Magazine explores how MVF is using CallMiner to create a 'full picture approach' to easily and quickly spot opportunities to help its customers.
Read moreAugust 09, 2024 by Eric Williamson, Chief Marketing Officer
Eric Williamson, CallMiner CMO, explores how enterprises can uncover meaningful customer insights in the age of information overload. Read more in TechRadar.
Read moreJuly 29, 2024
CallMiner CMO, Eric Williamson, joined the Sales Tech Series podcast to talk about the do’s and don’ts of B2B marketing and sales, including the use of AI, optimizing marketing processes and more.
Read moreJuly 16, 2024
AI Appreciation Day was created to celebrate the history and accomplishments of AI tech and raise awareness about its current and future use cases. CallMiner's CEO, Jeff Gallino, joins other industry experts to weigh in on the changing AI landscape.
Read moreJuly 16, 2024
UC Today covers the latest generative AI enhancements in the CallMiner platform, boosting post-interaction and real-time AI summarization.
Read moreJuly 16, 2024
CallMiner CEO, Jeff Gallino, joins a panel of industry experts to offer his unique perspective on AI's current state and future potential for AI Appreciation Day.
Read moreJuly 15, 2024
CX Scoop highlights CallMiner's improved post-interaction and real-time AI summarization features, which use generative AI to cater to specific use cases and make them more precise.
Read moreJune 07, 2024
Solutions Review shares a weekly round-up of vendor product news, mergers and acquisitions, venture capital funding, and more. This week includes a highlight of CallMiner's new App Marketplace announcement.
Read moreJune 04, 2024
UC Today covers the new CallMiner App Marketplace, an intuitive destination for complementary partner technology applications and services, and CallMiner product extensions.
Read moreJune 04, 2024
Eric Williamson, CallMiner CMO, spoke with MarTech Cube on common AI adoption challenges in CX and strategies to overcome them.
Read moreMay 22, 2024
New CCMA research, supported by CallMiner, looks into how consumer confidence and expectations of customer contact have evolved in the past year. The findings reveal that consumer confidence has improved in several areas, adapting to the era of the ‘savvy consumer’. Read more.
Read moreApril 02, 2024
Opus Research shares key announcements from Enterprise Connect, including CallMiner's new and enhanced generative AI capabilities. The blog highlights the industry’s ongoing efforts to refine and expand the role of AI.
Read moreApril 01, 2024
Conversation intelligence is becoming increasingly crucial in the contact center and customer service landscape. Learn why CallMiner is named among the top vendors in the industry by CX Today.
Read moreMarch 28, 2024
CallMiner's generative AI enhancement are featured as top news coming out of Enterprise Connect 2024. Read more on CX Today.
Read moreMarch 27, 2024
Scott Kendrick, CallMiner's SVP of Strategy and Alliances, spoke with Telecom Reseller's Doug Green at Enterprise Connect about new and enhanced generative AI capabilities in the CallMiner platform.
Read moreMarch 27, 2024
No Jitter highlights news from Enterprise Connect 2024, including CallMiner's enhanced generative AI features.
Read moreMarch 26, 2024
CX Scoop covers CallMiner's new generative AI features to its platform, aimed at improving user-friendliness and time-to-value.
Read moreMarch 20, 2024
CallMiner is included among other Microsoft partners who are developing differentiated AI solutions and helping customers transform their business processes across industries.
Read moreMarch 20, 2024
CallMiner's VP of International, Frank Sherlock, joined other conversation intelligence expert to discuss how contact centers can leverage their tech to excellent effect. Read more on CX Today.
Read moreFebruary 29, 2024
Risa Eldridge, CallMiner's Senior Director of Product Management, spoke with Call Centre Helper about three ways companies can speed up after-call work (ACW) for their agents and frontline employees.
Read moreFebruary 13, 2024
Eric Williamson, CMO of CallMiner, joined the Navigating the Customer Experience podcast to share finding from CallMiner's recent CX Landscape Report, his thoughts on the future of AI, and more. Listen for more.
Read moreFebruary 05, 2024
Generative AI has everyone buzzing, but as CallMiner CMO, Eric Williamson, explains, a measured, strategic approach is key to unlocking AI’s full potential. Hear more via his interview with TechStrong TV.
Read moreJanuary 17, 2024
CallMiner CMO, Eric Williamson, joins industry experts to weigh in on how GenAI adoption will unfold this year, what impact it will have on businesses, and whether there will be unintended side effects on society.
Read moreJanuary 02, 2024
As we enter 2024, AI is enhancing the capabilities of CRM platforms, revolutionizing how businesses interact with and retain customers. CRM Buyer looks at trends for the year ahead, including input from CallMiner's CMO Eric Williamson and highlights from our annual CX Landscape Report.
Read moreDecember 28, 2023
Although 2023 may have been dominated by a deluge of generative AI product announcements, there was also a general focus on the advancement of the contact center and customer experience industries. No Jitter rounds up the year's top trends and news.
Read moreDecember 20, 2023
Now that the generative AI cat is out of the bag, the race is on. That makes this space extremely interesting to watch in 2024. Eric Williamson, CallMiner CMO, joins industry experts on predicting what's to come with generative AI in the coming year.
Read moreDecember 18, 2023
Eric Williamson, CMO of CallMiner, joins industry experts on predicting what's to come in CX and AI for 2024. Read more in Adrian Swinscoe's Forbes roundup.
Read moreDecember 11, 2023
Eric Williamson, CallMiner CMO, weighs in on contact center trends to watch in 2024 and how technology will be used to create a seamless, customer-centric service model in the coming year.
Read moreNovember 10, 2023
CallMiner's latest AI-driven platform features, including providing contextual advice to agents and delivering more customizability to supervisors, are featured in No Jitter's weekly industry news roundup.
Read moreOctober 16, 2023
Insurance provider, MiWay, spoke with TechCentral's TCS+ podcast, alongside CallMiner's Frank Sherlock, to share how the company has deployed the CallMiner platform in its contact centre environment to improve performance of customer-facing agents.
Read moreOctober 06, 2023
CallMiner's Jeff Gallino joins the Telecom Reseller podcast to discuss top findings from our annual CX Landscape Report, the role of AI in the contact center, and his thoughts on the super-agent era.
Read moreSeptember 26, 2023
360 Magazine explores findings from CallMiner's CX Landscape Report, including how executive teams and boards are using CX data and insights to drive decision making.
Read moreSeptember 06, 2023
Jeff Gallino, CTO of CallMiner, shares his thoughts with CMSWire on how businesses can strike a balance between AI in customer experience and human empathy to enhance customer satisfaction.
Read moreAugust 31, 2023
DestinationCRM has named CallMiner one of its 2023 CRM Industry Leader Awards winners for the best contact center interaction analytics. Christina McAllister, a senior analyst at Forrester Research, says CallMiner is “one of the best choices for enterprises looking for the full package” and notes th [...]
Read moreAugust 15, 2023
Knowing how well your chatbot is performing and being able to judge the quality of its customer interactions is vitally important. Frank Sherlock, VP of International at CallMiner, joins a panel of experts to provide practical suggestions on how to measure chatbot performance.
Read moreAugust 07, 2023
CBC News highlights the voice of CallMiner CTO, Jeff Galino, along with other industry experts on the issue of high customer service wait times, along with the problems that AI and online chat bots can truly solve.
Read moreJuly 27, 2023
CallMiner CTO, Jeff Gallino, speaks with Savannah Maher of Marketplace about the changing customer service landscape, including increasing wait times, chatbots, and human agents handling more complex calls.
Read moreJuly 17, 2023
CX Network takes a look at the outcomes of the 2023 CCW Excellence awards, including the themes of diversity and inclusion as well as CallMiner's performance at the awards ceremony.
Read moreJune 23, 2023
No Jitter covers the top news of the week, including CallMiner's new real-time analytics capabilities through its product RealTime.
Read moreJune 23, 2023
Solutions Review highlights the top news of the week in the marketing technology landscape, including the release of RealTime from CallMiner.
Read moreJune 20, 2023
Technology Records explores how CallMiner boosts customer experience with new real-time and post-interaction analytics capabilities.
Read moreJune 19, 2023
CallMiner introduces new enhancements to RealTime, its real-time agent guidance product, as covered by CX Scoop.
Read moreMay 18, 2023
CMSWire takes a look at speech analytics, what it is, why it is important, and the best speech analytics platforms available today, including CallMiner.
Read moreMay 12, 2023
In this TCS+ interview, CallMiner's Frank Sherlock explores how businesses can leverage data to improve their operations, enhance customer experience and drive growth.
Read moreMay 05, 2023
No Jitter highlights the top news of the week, including CallMiner's collaboration with Microsoft to boost AI and ML capabilities.
Read moreMay 03, 2023
CX Scoop explores CallMiner's recent collaboration with Microsoft, using Microsoft Azure AI and ML to upgrade its platform and meet the demand of its customers.
Read moreMay 03, 2023
Read this article to learn more about how CallMiner is collaborating with Microsoft. CallMiner is using Azure services and OpenAI models to help customers improve contact center efficiency and more.
Read moreApril 21, 2023
CallMiner has added a new Zoom Meetings integration to provide companies with enhanced customer insights and revenue opportunities, as covered by CX Today.
Read moreMarch 31, 2023
Enterprise Connect 2023 featured some major artificial intelligence (AI) announcements, including CallMiner's new AI redaction and AI summarization features.
Read moreMarch 27, 2023
CallMiner CTO, Jeff Gallino, weighs in on how AI is impacting customer service agents, and where automation can be most helpful in augmenting jobs.
Read moreMarch 13, 2023
Jeff Gallino, CallMiner's CTO, offers input on the changing customer service landscape and why more companies are moving toward digital offerings, even if it's not preferred by customers.
Read moreMarch 13, 2023
Understanding where customers are, how they navigate streams in your market, and how to interact with them is central to crafting a good CX. CallMiner is mentioned alongside other vendors helping to do that in Harvard Business Review.
Read moreFebruary 08, 2023
Rick Britt, CallMiner's VP of AI, chats with Speech Tech Magazine about the evolving speech analytics market, including the influx of AI-based technologies and the need to act on real-time actionable customer insights.
Read moreJanuary 18, 2023
As 2023 begins, we’re in a time of mixed signals. CallMiner's CMO, Eric Williamson, joins a wide range of CRM industry insiders to share where he sees the opportunity amid this uncertainty.
Read moreJanuary 09, 2023 by Jeff Gallino, CEO & Founder
The goal of any organization is to be more data-driven. But collecting and analyzing data in a way that is meaningful isn’t easy. CallMiner's Jeff Gallino offers his thoughts around more effectively tapping into contact or customer service centers.
Read moreJanuary 05, 2023
Since the start of the pandemic, CallMiner estimates that customer wait times have tripled and that customer service employee turnover has soared from around 50% to as much as 300% in some businesses. Read more in Forbes.
Read moreDecember 28, 2022
MarTech looks ahead to all the potential breakthroughs in the year to come, including a prediction from CallMiner CMO, Eric Williamson, on the importance of increased transcription accuracy.
Read moreDecember 21, 2022
Eric Williamson, CMO of CallMiner, talks with Doug Green at Telecom Reseller about the new annual CallMiner CX Landscape Report, including insights from the report that can help guide an organization to improve CX.
Read moreDecember 14, 2022
Eric Williamson, CallMiner CMO, joins industry experts in sharing his 2023 CX predictions with Forbes' Adrian Swinscoe. Read the article for a look at what's to come in the year ahead.
Read moreNovember 04, 2022
Unfortunately, more than half of retailers aren’t collecting enough data to boost their experience, according to CallMiner's recent CX Landscape report. Don’t coast on limited (or no) data. Now is the time to start accessing and understanding it in its totality to make meaningful, timely changes.
Read moreOctober 21, 2022
Cloud technology offers the opportunity for contact centres to track online conversations, meeting demand for a faster, more responsive customer service across every channel of communication. Frank Sherlock, VP of International, weighs in on the trends transforming cloud contact centres today.
Read moreOctober 20, 2022
Frank Sherlock, CallMiner's VP of International at CallMiner, joins a panel of experts to discuss trends and predictions around how conversational analytics tools are driving genuine value from business and customer communications.
Read moreOctober 17, 2022
Frank Sherlock, CallMiner's VP of International, joins Call Centre Helper's panel of experts to share advice for building a customer experience audit.
Read moreOctober 14, 2022
Retail Customer Experience looks at finding from the CallMiner's recent CX Landscape Report, including that more than half of retailers aren't collecting enough data to boost the customer experience, with just 12% having an equal amount of solicited and unsolicited feedback insight.
Read moreSeptember 28, 2022
CallMiner CMO, Eric Williamson, chats with 360 Magazine about CallMiner's recent CX Landscape Report and shares his thoughts on how to drive effective CX strategies.
Read moreSeptember 23, 2022
CallMiner's new CX Landscape Report reveals companies do not collect all the data they need to drive positive CX, and the limited data collection is holding back organizations from effectively analyzing data to uncover insights and intelligence that result in meaningful action.
Read moreSeptember 21, 2022
TMCNet's Call Center Management looks at CallMiner's new CX Landscape Report and how most companies aren't collecting enough data for actionable CX insight.
Read moreSeptember 14, 2022
MediaPost highlights findings from the CX Landscape Report, including that email plays a role in collecting customer feedback, but it lags far behind customer reviews and interviews.
Read moreSeptember 01, 2022
In the face of spiking inflation, increased economic and competitive pressures, and more, many customers are scrutinizing where they spend their money. CallMiner CTO, Jeff Gallino, talks to Adrian Swinscoe at Forbes about how to prioritize CX in these changing times.
Read moreAugust 23, 2022
CallMiner's Sr. Director of Product Marketing, MJ Johnson, weighs in on new AI-powered language tools that can listen in on service calls and help customers and agents in real time.
Read moreJuly 29, 2022
Teleperformance highlights how its partners, including CallMiner, envision a future that is fueled by simpler, faster, and safer interactions. They're committed to innovation and transformation, and continuously explore every opportunity to deliver CX excellence.
Read moreJuly 29, 2022
Eric Williamson, CallMiner CMO, talks about the rebranding process and things to consider whenever a company make major changes in positioning, value proposition, messaging and visual identity. Listen to the podcast through the link below.
Read moreJuly 19, 2022
Business leaders are asking, is AI emotion detection ready for prime time? CallMiner's VP of AI, Rick Britt, shares his thoughts with Speech Tech Magazine.
Read moreJuly 19, 2022
Eric Williamson, CMO at CallMiner, talks about the key changes impacting how B2B marketing teams function based on evolving customer and market trends.
Read moreJuly 19, 2022
Speech Tech Magazine highlights CallMiner's recent workforce intelligence updates, aimed at helping companies improve the performance of their contact centers as a whole and individual customer service agents.
Read moreJuly 15, 2022
Datanami highlights the latest career developments for individuals in the big data community for the month of July, including the appointment of Benedetto Miele as CallMiner CRO.
Read moreJuly 15, 2022
VentureFizz highlights the latest hires and promotions across the tech community, including CallMiner's appointment of Benedetto A. Miele as CRO.
Read moreJuly 15, 2022
Benedetto A. Miele joins CallMiner to expand the company’s share of the conversation intelligence market.
Read moreJuly 06, 2022
CallMiner's VP of AI Rick Britt, joined the TechCentral podcast to discuss AI myths, what AI is, and the value organizations are experiencing from using it.
Read moreJune 24, 2022
“Real-time analytics offers the potential to turn a negative interaction into a positive one, prevent a customer from churning, and deliver the best experience possible every time, which in turn drives loyalty and strong relationships,” says Jeff Gallino, CallMiner CTO
Read moreJune 20, 2022
The No Jitter Roll, the regular round-up of communications and collaboration news, highlights CallMiner's platform updates, including a wellness module to its frontline agent intelligence platform.
Read moreJune 20, 2022
Datanami looks at the value AI has in the workplace, including starting with the low-hanging fruit, such as password resets or generating help tickets for things like broken printers. And as companies gain more experience solving employee problems with AI, they can start tackling tougher problems.
Read moreJune 15, 2022 by Richard Britt, Vice President of Artificial Intelligence
Rick Britt, VP of AI, explores how individuals and organizations alike are consider advancing allyship, and shares five ways to be a more effective ally within the contact center.
Read moreJune 07, 2022
CallMiner CTO, Jeff Gallino, spoke with Bloomberg reporter, Michael Sasso, about trends impacting customer service in the contact center, including remote work, job-hopping and more.
Read moreJune 01, 2022
Eric Williamson, CMO at CallMiner, discusses how CallMiner uses AI to help companies get actionable insights from customer conversations. He also talks about how to sharpen your content creation strategy and how B2B marketers can learn a lot from B2C marketers.
Read moreJune 01, 2022
CallMiner CTO, Jeff Gallino, weighs in on real-time analytics and the opportunity to drive better customer experiences and outcomes.
Read moreMay 31, 2022
MJ Johnson, sr. director of product marketing at CallMiner joins other experts to explain what speech analytics is for Call Centre Helper TV.
Read moreApril 29, 2022 by Jeff Gallino, CEO & Founder
In his latest Forbes Technology Council article, our CTO Jeff Gallino discusses three ways AI, automation and data-driven techniques can empower leaders to build genuine connections and stronger relationships with employees.
Read moreApril 29, 2022
Tech people talk a lot about whether an open or closed ecosystem is better for business. But why should learning professionals care—as long as they can get the tools they need right now?
Read moreApril 18, 2022
Frank Sherlock, CallMiner's VP of International, joins Call Centre Helper's panel of experts to share advice on how to handle frustrated customers and end these interactions on a positive note.
Read moreApril 06, 2022
CallMiner CTO, Jeff Gallino recently, joined a Telecom Reseller podcast to share how businesses should be analyzing the conversations happening in their customer service centers to uncover insights and drive enterprise-wide success and ROI.
Read moreMarch 31, 2022 by Jeff Gallino, CEO & Founder
Tools like conversation analytics can help B2B sales teams act quicker and smarter. CallMiner CTO, Jeff Gallino, explores how uncovering insights from customer and prospect conversations is key to navigating a challenging market and driving more revenue.
Read moreMarch 25, 2022
CallMiner CTO Jeff Gallino spoke with UC Today's David Dungay in-person at Enterprise Connect 2022 – hear what he had to say about the conference, trends in CX and what's on the horizon for conversation intelligence.
Read moreMarch 24, 2022 by Jeff Gallino, CEO & Founder
In his latest Forbes Tech Council column, Jeff Gallino, CallMiner CTO, explores how applying AI to help understand and interpret the intent and emotion behind the human voice can make organizations and people far more inclusive, effective and empathetic.
Read moreMarch 21, 2022
Frank Sherlock, VP of International, explains why educating stakeholders up front is a key component of a successful digital customer transformation strategy.
Read moreMarch 14, 2022
Having the right number of skilled staff to support customer demand can be a daunting and complex task. Frank Sherlock, VP of International, joined Call Centre Helper's panel of experts to discuss top tips for shift planning.
Read moreMarch 01, 2022
CallMiner's CTO Jeff Gallino joins a roundtable of experts to discuss industry trends, what he sees for the future and how organizations can maximize their technology investments. Read more in Contact Center Pipeline.
Read moreFebruary 28, 2022
A customer service vision statement provides meaning and direction for employees. Frank Sherlock, CallMiner's VP of International, joins Call Centre Helper's panel of experts for a few suggestions on what you should include in yours.
Read moreFebruary 17, 2022
Companies are increasingly relying on speech analytics for contact center applications, podcast analysis, telemedicine, and other applications. Rick Britt, CallMiner's VP of AI, weighs in for Speech Technology Magazine.
Read moreFebruary 16, 2022
Frank Sherlock, CallMiner's VP of International, joins Call Center Helper's panel of experts give their opinions on the main contact centre pain points and provide suggestions on how to solve them.
Read moreFebruary 15, 2022
CallMiner CMO Eric Williamson joins Nexthink's Heather Moses on Goldcast's CMO Diaries podcast to discuss all things B2B marketing.
Read moreJanuary 31, 2022
Frank Sherlock, CallMiner's VP of International, joins Call Centre Helper's panel of experts to share examples of the principles that underpin the delivery of good customer service.
Read moreJanuary 28, 2022 by Scott Kendrick, SVP Strategy and Alliances
Making sense of structured and unstructured patient interaction data takes dedication and the right technology solutions. When those things come together, the insights gleaned from patient conversations within the contact center can unlock a better patient experience. VP of Strategy, Scott Kendrick, [...]
Read moreJanuary 26, 2022
VP of International, Frank Sherlock, joins Call Centre Helper's panel of experts to discuss the importance of listening to the Voice of the Customer (VoC) and offer suggestions on how contact centers can improve their programs.
Read moreJanuary 19, 2022
Companies have been collecting customer feedback for decades, but it has taken on a new importance as they try to maintain shaky customer relationships in the face of COVID-19 lockdowns. That feedback is only useful, however, if companies can understand the full meaning behind it. Rick Britt, VP of [...]
Read moreJanuary 19, 2022
DestinationCRM tapped industry experts, including CallMiner CTO Jeff Gallino, for their 2022 predications across omnichannel communications, personalization, customer experience and more.
Read moreJanuary 13, 2022 by Jeff Gallino, CEO & Founder
CallMiner CTO, Jeff Gallino, looks ahead at 2022 and shares his predictions for how customer experience (CX) will balance humanity and artificial intelligence (AI), as innovation comes from some of the most unexpected places.
Read moreJanuary 12, 2022 by Scott Kendrick, SVP Strategy and Alliances
Scott Kendrick, CallMiner's VP of Strategy, explores how automation will emerge as a critical tool to help healthcare organizations navigate a complex environment in this byline for Healthcare Call Center Times.
Read moreJanuary 12, 2022
Natural language processing (NLP) has been one of the hottest sectors in AI over the past two years. Will the string of big data breakthroughs continue into 2022? Jeff Gallino, CallMiner CTO, shares his thoughts with Datanami.
Read moreDecember 20, 2021
Frank Sherlock, VP of International, joins a panel of experts to share examples of goodwill gestures that will help leaders strengthen employee relationships in the contact center.
Read moreDecember 15, 2021
Adrian Swinscoe shares his annual CX predications roundup on Forbes, including input from CallMiner's CTO Jeff Gallino. Gaze into the crystal ball for 2022.
Read moreDecember 15, 2021
insideBIGDATA published its annual technology predictions round-up. Read the full story, including insights from CallMiner CTO, Jeff Gallino, for the year ahead.
Read moreDecember 13, 2021
CallMiner's VP of International, Frank Sherlock, join's Call Centre Helper's panel of experts to discuss how contact centers can better cope with the pressure of handling calls from demanding customers.
Read moreDecember 13, 2021
On this podcast, Brad Hairston talks with Jeff Gallino, CTO and Founder of CallMiner, and Satish Shenoy, RVP of Strategic Technology Alliances & Partnerships at Blue Prism, who explain how digital workers augmented with conversation analytics can transform a contact center and improve customer exper [...]
Read moreNovember 29, 2021
In this interview, Max Smolaks is joined by Rick Britt, VP of AI at CallMiner and Micaela Kaplan, ethics in AI lead at CallMiner to talk about responsible and ethical AI.
Read moreNovember 24, 2021 by Jeff Gallino, CEO & Founder
CallMiner CTO, Jeff Gallino, explores the reasons behind The Great Resignation and argues that by creating more informed, data-driven cultures, it’s easier to foster connections, make critical business improvements and create the modern workplaces today’s employees demand.
Read moreNovember 19, 2021
Of all the businesses affected by the COVID-19 pandemic, call centers saw unique challenges, with a huge increase in call volume and difficult calls, and many call centers moving their employees into remote settings for extended periods. CMSWire looks at the technology trends impacting the call cent [...]
Read moreOctober 22, 2021
No Jitter's weekly news roundup, including CallMiner's acquisition of OrecX.
Read moreOctober 19, 2021
The Boston Globe's Innovation Beat newsletter tells the story of the region's technology and innovation industry, including CallMiner's acquisition of OrecX.
Read moreOctober 19, 2021
WSJ Pro Venture Capitals's newsletter, VC Daily, highlights top VC and M&A news, including CallMiner's acquisition of OrecX.
Read moreOctober 19, 2021
CX Today highlights CallMiner's acquisition of OrecX, an audio and screen capture provider for recording, analytics and machine-based learning.
Read moreOctober 18, 2021
VentureBeat covers CallMiner's acquisition of audio and screen capture platform OrecX.
Read moreOctober 11, 2021
When a CX agent is live on a call or in a text chat with a customer, their attention needs to be fixed on the interaction itself. CallMiner's Jason McKay discusses how the right amount of real-time guidance can simultaneously support the agent while achieving the desired outcome for the customer.
Read moreOctober 05, 2021
As we celebrate Customer Service Week, business leaders - including Rick Britt, CallMiner's VP of AI - weigh in on why agents deserve to be celebrated and how businesses can better support them.
Read moreOctober 05, 2021
CallMiner is included in CMSWire's CX news roundup, highlighting the recent announcement with Microsoft Azure Speech to Text. Azure customers can now access CallMiner as an out-of-the-box analytics solution via the Microsoft Azure Marketplace.
Read moreOctober 01, 2021
No Jitter shares its weekly roundup of the top news, including updates CallMiner, Vonage, Verizon, Yealink, Poly, and Dropbox.
Read moreOctober 01, 2021
Frank Sherlock, VP of International, joins an expert roundtable to share his insights into the major hurdles for those wanting to adopt speech and text analytics.
Read moreSeptember 28, 2021
MJ Johnson, Senior Director, Product Marketing at CallMiner shares his top B2B sales and marketing tips, and best practices in this Q&A with SalesTechStar.
Read moreSeptember 22, 2021
CX Today highlights the expanded partnership between SMG and CallMiner to help brands improve the contact center experience and end-to-end customer journey.
Read moreSeptember 20, 2021
Frank Sherlock, CallMiner's VP of International, joins Call Centre Helper's expert panel to share several areas in which call centre automation can be applied in the hope of simplifying the customer and employee experience.
Read moreSeptember 14, 2021
Frank Sherlock of CallMiner, and Peter Flanagan, MD of Genii Analytics, joined the TechCentral podcast to talk about why they’re excited about the opportunities in the local South African technology market.
Read moreSeptember 09, 2021
There are countless — and necessary — ways to explore cost comparisons for in-house call centers vs. offshore call centers. Rick Britt, CallMiner's VP of AI, shares his thoughts on the pros and cons of offshore call centers with CMSWire.
Read moreSeptember 03, 2021
Rick Britt, CallMiner's VP of AI, chats with Telecom Reseller about how AI systems can display or support contact center agents in showing empathy in the context of customer emotion, the benefits of leveraging AI to create a more empathetic customer experience, and ways organizations can use the ins [...]
Read moreAugust 28, 2021 by Micaela Kaplan, Former Ethics in AI Lead
Addressing the ethical questions surrounding AI and understanding our social responsibilities is a complicated process that involves the challenging work and dedication of many people. CallMiner's Micaela Kaplan shares four actionable things to keep in mind to begin the journey towards responsible A [...]
Read moreAugust 25, 2021
Call Centre Helper's panel of experts, including CallMiner's Frank Sherlock, investigate how contact centres can improve empathy in customer service.
Read moreAugust 24, 2021
CX Today offers a review of CallMiner, highlighting how our solution offers businesses of all sizes a new opportunity to see behind the scenes of customer interactions,
Read moreAugust 24, 2021 by Jeff Gallino, CEO & Founder
When done right, understanding and analyzing customer emotion has the potential to transform the customer experience (CX) journey. Jeff Gallino, CallMiner CTO, shares three key reasons why.
Read moreAugust 16, 2021
Frank Sherlock, VP of International at CallMiner, contributes his favorite piece of advice for improving customer service over the phone to Call Centre Helper's expert panel.
Read moreAugust 15, 2021
Micah Solomon shares six steps to take toward building your company into a sustained force for innovation, including how technology like CallMiner can harvest unintentional and unsolicited customer and employee contributions.
Read moreAugust 08, 2021
Micah Solomon share the five steps for becoming a more customer-centric organization, including adopting the right technology, like CallMiner.
Read moreAugust 05, 2021
CallMiner CMO, Eric Williamson, shares his thoughts with CX Today around the evolution of both the industry and CallMiner as a company, and why it was the right time for a brand and messaging refresh.
Read moreAugust 05, 2021
CallMiner partnered with FGCU for its Mentored Senior Software Engineering Program, which helps students gain real-world experience and gives participating companies the opportunity to impact their community and drive their talent pipeline. A win-win.
Read moreJuly 23, 2021 by Jeff Gallino, CEO & Founder
In his latest Forbes Technology Council article, CallMiner CTO, Jeff Gallino, shares why long gone are the days when vendors could operate in silos.
Read moreJuly 21, 2021 by Jeff Gallino, CEO & Founder
CallMiner CTO, Jeff Gallino, share three best practices for organizations looking to create omnichannel customer experiences that meet the high expectations of today's digital consumers.
Read moreJuly 19, 2021
Frank Sherlock, CallMiner VP of International, joins Call Centre Helper's panel of experts to share perspectives on how to handle angry phone calls from customers in the contact centre.
Read moreJuly 17, 2021
CallMiner Sales Conversation Analytics is included in Aithority's daily updates on top news across artificial intelligence (AI), machine learning (ML), Robotic Process Automation (RPA), Fintech, and human-system interactions.
Read moreJuly 16, 2021
Five9 introduced five partner solutions powered by VoiceStream, the real-time media streaming API it announced last September, including CallMiner Alert.
Read moreJuly 15, 2021
CX Today highlights CallMiner Sales Conversation Analytics (SCA), a new solution within the CallMiner Eureka platform.
Read moreJuly 14, 2021
DestinationCRM covers the launch of Sales Conversation Analytics (SCA), a new solution that unlocks intelligence for sales organizations by analyzing customer and prospect conversations, delivering insights to drive better sales outcomes, revenue, and business improvement.
Read moreJuly 14, 2021
CallMiner is one of the first five accredited Five9 ISV Partners to integrate with the Five9 Intelligent Cloud Contact Center. Through Five9 VoiceStream, CallMiner Alert is now available to Five9 customers for real-time agent guidance.
Read moreJuly 12, 2021
CallMiner VP of International, Frank Sherlock, shares his thoughts with Call Centre Helper's expert panel around top tips for talking to customers via SMS and messaging apps.
Read moreJuly 08, 2021
CallMiner CMO, Eric Williamson, joined Oktopost’s Radically Transparent podcast to discuss why customer interactions provide a “common sense gold mine” for insights that can transform business. Listen to the episode for more on the value of analyzing customer conversations, as well as Eric’s experie [...]
Read moreJuly 07, 2021
CallMiner CMO, Eric Williamson, shares his thoughts on the essential traits and skills for good call center agents, including displaying empathy and using AI to their advantage.
Read moreJuly 02, 2021 by Richard Britt, Vice President of Artificial Intelligence
A byline from Rick Britt, CallMiner's VP of AI, shares why collecting data alone doesn’t make you data-driven. He offers tips for how organizations can take the necessary steps to clean, define, store, and analyze data for customer insights.
Read moreJune 15, 2021
Jeff Gallino, CTO of CallMiner, spoke to TechRound about harnessing the power of data to improve business, as well as his tips for how technology companies can continue to innovate over time.
Read moreMay 25, 2021
CX Today highlights OVTS, CallMiner's industry-first initiative that empowers organizations with open selection for preferred speech recognition solutions,
Read moreMay 24, 2021
Frank Sherlock, CallMiner's VP of International, joins a panel of experts to discuss how you can improve your contact centre’s reputation across the entire business.
Read moreMay 17, 2021
A panel of experts, including CallMiner's VP of International, Frank Sherlock, share their favorite examples of tools and techniques to improve your customer journey mapping initiatives.
Read moreMay 15, 2021
Elton John once famously sang, "Sorry seems to be the hardest word." However, according to some recent CallMiner data, “Sorry” doesn't seem to be a hard word at all when it comes to customer service.
Read moreMay 13, 2021
Experts from five companies share their thoughts on how cloud contact centres have transformed to benefit CX, ways to future-proof a business with CCaaS and what the companies prioritised during the pandemic.
Read moreApril 27, 2021
Retail Customer Experience looks at CallMiner's new commissioned study, conducted by Forrester Consulting, on the adoption of AI, automation in contact centers to boost customer experience.
Read moreApril 27, 2021 by Jeff Gallino, CEO & Founder
What if instead of just expecting agents to deal with offensive customers, companies started rating customer behavior in return?
Read moreApril 26, 2021
CallMiner's VP of International, Frank Sherlock, shares key questions to consider when implementing performance management tools in the contact centre.
Read moreApril 19, 2021
CallMiner's VP of International, Frank Sherlock, weighs in on the top characteristics of “great customer service” and discusses how to improve service from within the contact centre.
Read moreApril 14, 2021
CallMiner VP of International, Frank Sherlock, shares his thoughts for CX Today's roundtable discussion on whether real-time and predictive analytics are a valuable addition to contact centres and what human agents can learn from these analytics.
Read moreApril 11, 2021
CallMiner VP of International, Frank Sherlock, shares his advice for improving call monitoring and taking contact centre quality assurance (QA) to the next level, including the importance of automating where possible.
Read moreApril 01, 2021
CallMiner CTO, Jeff Gallino, speaks to Authority Magazine for its 'Meet The Inventors' series on his background, how he started CallMiner, and entrepreneurs can go from idea to store shelf.
Read moreMarch 11, 2021 by Eric Williamson, Chief Marketing Officer
CallMiner CMO, Eric Williamson, explores why the role of AI in CX must be to enhance human connections, not replace them entirely. When done right, connecting with customers on an emotion level can be the difference between customer churn and customer loyalty.
Read moreMarch 05, 2021
CallMiner’s Chief Marketing Officer, Eric Williamson, joins Coruzant Technologies for the Digital Executive podcast. He shares how organizations can leverage CallMiner to glean their most valuable insights, which are from their customers. This allows companies to understand the customers’ experience [...]
Read moreFebruary 26, 2021 by Eric Williamson, Chief Marketing Officer
There have been a lot of challenges for retails brands in the past year — from considering the viability of brick-and-mortar stores to navigating crippling supply chain delays. While these are real concerns, I believe one of the biggest challenges brands have faced is how they meet the increasing an [...]
Read moreFebruary 22, 2021
It’s important to understand that a customer can abandon a call at any point throughout the call journey, not just at the start while the caller is waiting to be answered. For example, customers will abandon calls when being placed on hold for too long or when they have lost count of the overly comp [...]
Read moreFebruary 17, 2021 by Jeff Gallino, CEO & Founder
As the CTO of CallMiner, I oversee research, language development, and future product direction. CallMiner has come a long way since I founded the company almost 20 years ago — today, we’re focused on delivering the most comprehensive speech and interactions analytics platform that enables organizat [...]
Read moreFebruary 15, 2021
Our panel of experts share their favourite advice for complaint handling in the contact centre.
Read moreFebruary 11, 2021
If your first thought upon reading that sentence was “well it would be an improvement on my current human one,” you wouldn’t be alone. After all, an artificial intelligence (AI) software system might be better able to organise the staff rota without messing up your holidays.
Read moreJanuary 26, 2021
How to Protect Employees While Preserving the Customer Experience Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents. Listen to the podcast here.
Read moreJanuary 11, 2021
Our panel of experts share their favourite advice for revitalizing your contact centre homeworking strategy. 1. Provide Advisors With New Roles and Responsibilities With every day seeming a bit repetitive right now for advisors – wake up, make tea, walk downstairs, start working, stop working, repea [...]
Read moreJanuary 06, 2021
Our panel of experts share their top tips for helping your team to overcome COVID-fatigue in the contact centre. Focus on the Future (With Remote Vision Boards!) While very few of us expected COVID-19 to stick around into 2021, we all expect and agree that there WILL be a future without quarantining [...]
Read moreJanuary 06, 2021 by Frank Sherlock, Vice President, International
It’s no secret that delivering a five-star customer experience (CX) has direct and long-lasting positive effects on customer loyalty. However, not all customers are created the same. What one customer might prefer, another might reject. That’s why the key to CX excellence is a personalised approach [...]
Read moreJanuary 04, 2021
The world of advanced analytics was evolving quickly at the end of 2020. And according to our panel of experts who volunteered predictions on the topic, the accelerated pace of change in advanced data analytics will continue in 2021.
Read moreDecember 25, 2020
The pandemic pushed a fast-growing tech company in unexpected directions. While several moves were for survival, others lay the groundwork for a solid 2021.
Read moreDecember 14, 2020
Our panel of experts share their favourite contact centre innovations and why they believe they may potentially be so beneficial to your operation. 1. Micro-Scheduling Micro-scheduling allows your homeworkers self-select their own hours, at least partially – i.e. after they have worked the core hour [...]
Read moreDecember 11, 2020
Today’s interview is with Jeff Gallino, CTO & Founder, and Conrad Liburd, AI feature engineer, at CallMiner, a provider of speech analytics solutions for improving agent performance and customer intelligence. Jeff and Conrad join me today to talk about bias in data and algorithms, discriminatory and [...]
Read moreDecember 11, 2020
Creating an ethical business and customer experience (CX) begins with understanding the interactions that impact the business every day. To do so, many leading organizations collect massive amounts of data and use quality assurance to ensure that agents are behaving appropriately on calls.
Read moreDecember 07, 2020
Our panel of experts share their thoughts on how you can determine your customer wait-time targets. What Are the Classic Waiting Times for Different Contact Centre Channels? According to Call Centre Helper’s 2019 report: “Is Your Contact Centre Delivering Exceptional Customer Service?”, the average wait times set across the entire industry are as follows:
Read moreDecember 03, 2020
African Bank CIO, Penny Futter, credit and data science executive, Vere Millican, and CallMiner’s VP of International, Frank Sherlock, speak to Duncan McLeod on the TechCentral Podcast about African Bank’s adoption of CallMiner’s advanced speech analytics platform to improve customer service, experi [...]
Read moreDecember 01, 2020 by Jeff Gallino, CEO & Founder
CTO and Founder at CallMiner. Responsible for strategic direction across business development, research and artificial intelligence. If 2020 was anything, it was unpredictable. With all of the changes that took place this year, it’s only natural that the state of customer experience (CX) has also ch [...]
Read moreDecember 01, 2020 by Eric Williamson, Chief Marketing Officer
Customer experience (CX) is a crucial competitive advantage for brands, and artificial intelligence is emerging as an important differentiator in delivering the best CX possible. In fact, 75% of CX decision-makers believe that advancements to AI, as well as self-service technology, are the most crit [...]
Read moreNovember 25, 2020
1. COVID-19 Will Continue to Change Everything Contact centres employing hundreds of agents have a high risk of exposure to coronavirus, which is why most will not resume normal operations. However, the switch to remote working has opened the eyes of many as to the benefits – in terms of flexibility, well-being and productivity – of homeworking, with most contact centre planning a future with a hybrid contact centre model.
Read moreNovember 24, 2020 by Eric Williamson, Chief Marketing Officer
Every organization has its own philosophies and methodologies for how best to establish customer relationships, but despite how companies get there, the end goal has always been the same: Treating people with care and respect to establish trust and improve their experience with your brand. The pande [...]
Read moreNovember 18, 2020
Our panel of experts recommend their favourite methods for improving schedule adherence in the contact centre. 1. Discuss the Importance of Schedule Adherence From Day One Advisors need to understand the importance of schedule adherence from day one. Provide the team with power of one training durin [...]
Read moreNovember 16, 2020 by Conrad Liburd, AI Feature Engineer
While AI bias is a real issue, AI also can be a tool to combat racism and abuse in the contact center and the larger enterprise. Artificial Intelligence (AI) is no longer just a buzzword being discussed in theory — we’ve reached a point where AI is delivering real, measurable impact across a wide range of industries. The AI solutions being used today are automatically capturing and making decisions based on enormous amounts o [...]
Read moreOctober 05, 2020
Companies are struggling to keep pace with rapidly changing customer expectations, and it’s impacting customer service, experience, and retention. It’s hard to blame companies, though. There was a sudden and fundamental shift in customer needs at the outset of the pandemic that extended beyond what [...]
Read moreOctober 02, 2020
CallMiner has announced the release of the CallMiner Continuum Maturity Model, a first-of-its-kind framework that helps organizations assess their use of engagement analytics internally and identify the necessary steps to maximize ROI and drive transformational enterprise value. Continuum offers an objective perspective of each organization’s current maturity level and a guide to improve maturity across people, process and technology.
Read moreSeptember 18, 2020 by Jeff Gallino, CEO & Founder
Artificial intelligence (AI) is increasingly being recognized as the future of customer service. This way of thinking has only been accelerated by the ongoing pandemic as needs for efficiency, agility and productivity continue to rise.
Read moreSeptember 15, 2020
When I began my career in banking in the mid-1990s, the financial services industry was looking to retailers for sales best practices. Financial services firms were seeking to create sales cultures in place of their previously “stodgy” reputations. Hiring models changed (sales backgrounds vs. financ [...]
Read moreSeptember 14, 2020
When sales operations understand and leverage technology to improve customer insights from both human and non-human interactions within the sales cycle, the overall lifetime value of the customer increases through better customer relationship transparency.
Read moreSeptember 10, 2020
When I began my career in banking in the mid-1990s, the financial services industry was looking to retailers for sales best practices. Financial services firms were seeking to create sales cultures in place of their previously “stodgy” reputations. Hiring models changed (sales backgrounds vs. financ [...]
Read moreSeptember 07, 2020 by Jeff Gallino, CEO & Founder
Businesses have experienced many disruptions over the last several months, but few departments have faced the challenges that the contact center has endured. Between a sudden shift to remote work, an influx of calls with urgent and sensitive requests, more vulnerable customers and workforces, and a [...]
Read moreAugust 27, 2020
Data scientists use data to train models. Those models calculate probabilities to capture patterns in the data. It’s difficult to build ethical models when the available training data contains racism, sexism, or other stereotypes. Contact center data, including calls, chats, texts, and emails, is no [...]
Read moreAugust 26, 2020
Since the start of this pandemic, businesses have had to quickly pivot to meet customer and employee needs. Whether it is establishing an online presence, or enabling staff to work from home, businesses have had to adapt operations to meet the challenges of the ‘new normal’.
Read moreAugust 15, 2020
The impact upon customer-facing businesses can be assisted by a greater use of artificial intelligence during the coronavirus era, according to a new report looking at ways to sharpen the customer service function.
Read moreAugust 10, 2020
Our panel of experts share their favourite staff engagement strategies and explain how they can be implemented successfully in the contact centre.
Read moreAugust 05, 2020
CallMiner define what is meant by the term “eDiscovery” and how it can benefit your organization. The detailed legal process of evidence gathering by both government authorities and licensed lawyers termed “discovery” involves acute attention to detail and consistent documentation of research steps taken along the way.
Read moreAugust 04, 2020 by Jeff Gallino, CEO & Founder
Investor and presidential advisor Bernard Baruch is credited for saying, “Most of the successful people I’ve known are the ones who do more listening than talking.” This holds true in the workplace, in relationships and so much more. When it comes to building strong customer loyalty and brand reputation, listening is crucial — but so is the message that comes after it.
Read moreAugust 03, 2020
The pandemic put businesses to the test. Organizations were faced with making rapid changes across operations. From the C-suite to the contact center, it is a much different world, but having recognized the shift virtual, too many firms are not able to recognize shortfalls in the customer service tr [...]
Read moreAugust 03, 2020
An expert Q&A on leveraging predictive analytics to guide decision-making amid changing conditions. We are now midway through the third quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to 2021 or beyond. But how to get there? As contact center leaders plan for the post-pandemic recovery—both sho [...]
Read moreJuly 09, 2020
Despite the abundance of COVID-19 news material, other topics also deserve attention, especially related to the murder of George Floyd, including racism, protesting, corporate responsibility and more. The racial sensitivity problem has been bothering me for many years. Even as a young teenager I was concerned about the actions of some of the people I met at school, summer jobs and more. One thing I noticed is that some people don’t notice. Racism is often around us and we don’t even notice it unt [...]
Read moreJuly 07, 2020 by Jeff Gallino, CEO & Founder
The most obvious way to not get burnt is to keep from striking the match. In the world of customer experience (CX), that’s done through understanding and addressing customer needs before they become disruptive problems. Contact center agents, who are on the frontlines of CX, need resources and help [...]
Read moreJune 08, 2020
We define customer data analysis, before sharing how it can be used as a tool to improve performance across the whole organization. What Is Customer Data Analysis? Customer data analysis is the process of looking for patterns in your customer data, with the intention of improving a certain part of your organization’s performance. This last part is key, according to Duncan White, the Managing Director of horizon2. “Analysis by itself doesn’t deliver any improvement. Just because you can see an organizational improvement opportunity, that doesn’t mean that it is being delivered,” says Duncan.
Read moreJune 08, 2020
Customer churn is painful for any business, but if you run marketing for a SaaS company, losing customers can be downright devastating. On the flip side, a solid B2B customer retention strategy can lead to the growth you need to power ahead. Wondering what strategies are working out best for SaaS companies? Read on for 10 of the best strategies for B2B customer retention. But first: Why Do SaaS Businesses Need a B2B Customer Retention Strategy?
Read moreJune 08, 2020
It may seem obvious that delivering a great contact centre experience is important for your business. But how far-reaching are these benefits, and what role do your agents play in your customer’s overall brand loyalty? The 2020 CallMiner Churn Index examines the responses of 2,000 surveyed UK consumers to get at the heart of the answers to these questions.
Read moreJune 04, 2020 by Jeff Gallino, CEO & Founder
In the face of the ongoing pandemic, many companies have pivoted to fully remote working. To those who are deemed essential personnel and continue to work from their traditional workplaces, thank you for your unwavering commitment during this emergency. We appreciate you.
Read moreMay 15, 2020
While many companies pay lip service to customer support excellence, far fewer put their money where their press releases are and consistently provide the type of customer support that customers expect. Let’s face it: providing high-quality customer support is expensive, and it’s a tempting item to [...]
Read moreMay 07, 2020
The COVID-19 crisis is reshaping the consumer mindset. How to retain trust and loyalty for the post-pandemic world. The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care and the economy. In just a matter of weeks, lifestyles were dramatically altered, businesses shuttered and global markets tanked. Contact [...]
Read moreMay 01, 2020
CallMiner transforms customer interactions and business operations with conversational insight. Its leading speech analytics platform, Eureka, fundamentally changes the way businesses understand and act on the Voice of the Customer (VoC) and the Voice of the Employee – enabling brands to create posi [...]
Read moreApril 16, 2020
Amid this crisis that we are currently going through, I’ve been hearing lots of stories from organizations saying that customers are calling them and asking lots of surprising and non-product or service related questions.
Read moreApril 13, 2020
This period may be remembered as the finest hour for CX. For better or worse, some companies are proving that they are who we thought they were, while others surprise with heretofore unknown demonstrations of CX resiliency and agility.
Read moreApril 09, 2020
Business moves fast, but employee engagement strategies have failed to keep up. Here’s how the contact center industry is using technology to transform the employee experience, Jeff Gallino, CTO, and founder of CallMiner.
Read moreApril 02, 2020
Now more than ever, customer experience (CX) is every business’s last sustainable competitive advantage. Yet too many brands are falling behind the curve. According to Forrester, CX remained stagnant between 2017 and 2018, and improved a mere 0.4 percent last year. With COVID-19 currently impacting [...]
Read moreMarch 25, 2020
Working in the customer service field isn’t easy. It requires strong communication and persuasion skills, patience, empathy, the ability to work under pressure and recommend innovative solutions, and numerous other skills. Customer satisfaction is the goal many service industries, such as retail, ho [...]
Read moreMarch 20, 2020
Artificial intelligence (AI) is getting a bad reputation. There’s a lot of buzz about emerging tech stealing the jobs of hardworking people — especially those in the customer experience (CX) field. And while Forrester predicts that 1 out of 4 CX professionals will lose their jobs in 2020, it has lit [...]
Read moreFebruary 19, 2020
Truly listening to understand your customer is one of the most important [and underutilized personal] tools that most brands aren’t doing today,” CX Journey CEO and Forbes Councils member, Annette Franz, recently told me.
Read moreFebruary 13, 2020
Getting emotional. It’s a concept rarely discussed in business. But before you grab a tissue and brace yourself for a sob story, let me explain how getting emotional is essential for building a five-star customer experience (CX).
Read moreFebruary 07, 2020
QY Research valued the global speech analytics market at $950 million last year and expects it to grow at a compound annual rate of 13.8 percent through 2025. Speech analytics, QY Research says, has become increasingly popular among businesses because of the huge amount of data produced as a result [...]
Read moreJanuary 24, 2020
Data indicates that January and February are the most popular months for employees to leave their jobs. For contact centers, where turnover rates are already between 30-45%, this potential increase in agent churn doesn’t exactly say, “Happy New Year!” Luckily, AI-powered speech analytics can help pr [...]
Read moreJanuary 24, 2020
CallMiner ended 2019 with a bang, closing a $75 million investment round with Goldman Sachs. It’s the largest single investment ever made in the speech analytics firm founded in Fort Myers in 2002. It’s also one of the largest onetime capital investments made in a Southwest Florida company in at lea [...]
Read moreJanuary 22, 2020
From time to time I come across research from outside of the service and experience domain that makes me wonder whether or not the findings can be applied to help us better understand how we can improve team performance, service and experience.
Read moreJanuary 16, 2020
CallMiner has been analyzing telephone conversations for nearly 2 decades and sells a platform for interaction analytics management called Eureka. Now that most companies are omni-channel, it is important to also handle chat, text, email, and social media messages. The ability to scale up is also cr [...]
Read moreJanuary 14, 2020
Are you worried about fraud? Concerned about giving out your credit card number or Social Security number over the phone—or to an AI (Artificial Intelligence)-fueled bot? You’re not alone. According to Sitel Group and CallMiner’s recent Preventing Fraud & Preserving CX with AI Report, more than nine [...]
Read moreJanuary 10, 2020
Is this finally the year we transform the customer experience (CX)? Consumers have been promised dramatic improvement for years now, but data shows that increases in satisfaction have failed to materialize. In fact, Forrester’s annual CX Index reports that between 2017 and 2018, the index didn’t improve at all, and in 2019 the index improved a mere 0.4%, with 81% of [...]
Read moreJanuary 09, 2020
“That’s bad!” means something different to people of different generations and in different contexts. Sometimes it means something is bad, but in other uses it’s a statement of positivity. One of the key areas of natural language processing (NLP), a subset of artificial intelligence (AI) is sentimen [...]
Read moreDecember 16, 2019
CallMiner Inc., a developer of speech-analytics software powered by artificial intelligence, said Monday that it raised $75 million in new venture funding from GS Growth, an investment unit of Goldman Sachs Group Inc.
Read moreNovember 22, 2019
Customer centricity has taken over when it comes to competitive differentiation. But if that’s the case, then why are so many companies fueling consumer anger? Data from over 82 million calls using artificial intelligence (AI)-fueled speech analytics revealed the use of consumer profanity in the call center is at an all-time high – creating a detrimental impact on a business’ bottom line. And even though over 40% of consumers dial into the contact center s [...]
Read moreNovember 22, 2019
Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical, writes, Jeff Gallino, Founder & CTO, CallMiner.
Read moreNovember 20, 2019
Discover why actionable insights on customers’ emotions and sentiment are essential for customer experience success.
Read moreNovember 14, 2019
When a customer reaches out, they want to speak to someone who is friendly, knowledgeable and can help them navigate their problem. A good customer experience will soon overtake price and product as the key factor in customer choice.
Read moreNovember 13, 2019
If you’ve ever thought to yourself, “people seem to be getting angrier these days,” you’re not alone. In fact, the latest research confirms it. Consumers are becoming more frustrated, and their use of profanity in calls to the contact center proves it.
Read moreOctober 31, 2019
Today’s consumers don’t just want personalization, they expect it – they anticipate a tailored approach from any business with which they interact. And the call center is no exception. As organizations attempt to meet these expectations, gaining an understanding of the Voice of the Customer (VoC) is [...]
Read moreOctober 31, 2019
Research shows the annual turnover rate for this type of job is 30 to 45 percent, more than double the average for all other occupations in the U.S. “Don’t judge me on my worst five minutes.” This is a reasonable request from any employee to their employer.
Read moreOctober 28, 2019
CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in connection with “CSAT score,” which refers to the numerical measure of customer satisfaction.
Read moreOctober 24, 2019
Profane words are not the typical expression you would expect to hear in the customer service world. Yet, research indicates that when consumers reach their breaking point on calls to the contact center, these are the most likely curse words that are used.
Read moreOctober 23, 2019
CallMiner have unveiled the findings of new data analysis on the use of swear words in the contact centre. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using offensive language to verbalize their displeasure.
Read moreOctober 21, 2019
CallMiner analyzed 82 million customer support calls and found that call scripts can make customers angry and more likely to swear. While most people avoid swearing at work, letting a curse word fly from time to time does have a few advantages.
Read moreSeptember 19, 2019 by Frank Sherlock, Vice President, International
In my recent blog What separates Which’s best and worst brands? I described three ways in which call centres can improve their satisfaction scores by creating an emotional connection with their customers. Which’s poll proves this is incredibly important as companies that succeed in creating this con [...]
Read moreSeptember 17, 2019
allMiner staff was interviewed at CCW Austin. As our 20th anniversary concludes with CCW Austin, the event will feature 80 interactive discussion groups, 7 tracks of unsurpassed content, and an expo hall with nearly 200 customer-centric solution providers, the largest CCW ever. So make sure you come with customer engagement skill sets you wish [...]
Read moreSeptember 16, 2019
Emotion analytics solutions have the capability to extract insights from all customer touchpoints and channels across the organization which include: calls, texts, video, facial, emails, chats, and social media platforms. These products employ historical data and real-time information to identify cu [...]
Read moreSeptember 12, 2019 by Frank Sherlock, Vice President, International
Which has recently revealed its list of UK’s Best and worst brands for customer service in 2019. While the top-ranking brands were from a mix of industries – including a bank, retailers and a supermarket – four out of the bottom five places were filled by utilities providers.
Read moreAugust 30, 2019
As Co-Founder and CTO at CallMiner, I oversee all aspects of the team’s vision and development of our SaaS-based customer engagement and speech analytics platform and product suite, Eureka. All seven of our product solutions—Analyze, Coach, Alert, Visualize, Redact and API—work interchangeably by le [...]
Read moreAugust 29, 2019
Here are answers to some questions I often hear about call center speech analytics. Question: What’s the biggest trend you’ve seen when it comes to managing customer relationships, and how has that evolved over the past five to ten years? Answer: With the rise of digital transformation, we’ve seen a major shift in consumer preferences, and customer experience (CX) has arguably replaced traditional marketing in terms of becoming the number-one brand differentiator. More companies are realigning their business strategy to focus on deli [...]
Read moreAugust 12, 2019
Do you know of any cloud-based solutions that can prevent a defective product from (literally) going up in smoke–and help its manufacturer identify such dire situations before they hit the news (and, perhaps, their stock price)?
Read moreAugust 12, 2019
2019 has already unfolded as a banner year in terms of the union between artificial intelligence and sales. While 2018 saw the artificial intelligence sales revolution beginning to gain momentum, the applications were limited. In 2017, 51% of enterprises leveraged some form of artificial intelligenc [...]
Read moreJuly 29, 2019
The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score (NPS), handle time, and amount of silence are correlated with positive or negative outcomes.
Read moreJuly 19, 2019
Many traditional metrics only tell a small part of of the overall customer and agent experience story. But a new approach to measurement is possible if you capture and analyse every customer interaction helping your agent performance and customer experience.
Read moreJuly 11, 2019
CallMiner partner MainTrax, a visionary team of experts uniquely qualified to help companies maximize speech analytics technology and transform customer data into smart, actionable business solutions, contirbuted an article on contact center hiring and featured CallMiner.
Read moreJuly 03, 2019
Call centers are a nexus of data and insights for brands, as they are the front line of customer experience capturing the voice of the customer– and voice of the employee. All the interactions and words flowing through call centers provide rich information for companies, but to truly see value, the [...]
Read moreJuly 02, 2019
Creating Happy Agents By Removing Sources Of Agent Churn Most companies have teams focused on keeping customers loyal. That’s because everyone knows customer churn costs a business in multiple ways. But often, the same effort is not given to keeping call centre agents loyal and engaged. Perhaps that’s why call centre agent churn is as high as 26% in the U [...]
Read moreJune 28, 2019
Agents interact with dozens of customers daily, and odds are they aren’t exactly calling to talk about their opinion on the Game of Thrones finale. Your employees encounter an influx of problems, ranging from simple to complex, that all need to be addressed in a way that not only follows organisational and customer expectations, but also compliance standards. Today’s CX leaders know that an organisation needs to not only understand what happens [...]
Read moreJune 21, 2019
It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology, such as artificial intelligence, chatbots, and automation.
Read moreJune 03, 2019
Retain your top talent by providing meaningful feedback, recognition and proper tools for the job. If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable, and then they leave. Deloitte reports that large call centers with over 500 agents suffer fr [...]
Read moreMay 20, 2019
Too much data. Not enough time. These are the issues that are consistently brought up when evaluating the role of call center analysts. Time spent on mundane processes and wading through endless hours of conversations have devalued the position and limited its impact on the organization.
Read moreMay 16, 2019
We’re all used to hearing that our calls may be recorded for training purposes, but most people don’t give a lot of thought to what that really means–including, sometimes, the businesses doing the recording. Just like any data, your recorded calls are only useful if you can make sense of them and ga [...]
Read moreMay 14, 2019
Surveys and net promoter scores alone are insufficient when painting an accurate picture of a company’s customer experience. Real insight in the call center is often ignored, but it has the ability to transform the entire customer journey, writes Jeff Gallino, CTO and Founder of CallMiner.
Read moreMay 11, 2019
Customer experience (CX) professionals need to be vigilant when they hear promises like “your call center call recordings can be transcribed in real time and processed through text analytics to derive insights.” This refrain tends to be emphasized by CX platform vendors that rely exclusively on text [...]
Read moreMay 10, 2019
It’s no secret that contact centers are infamous for their high turnover rates, which average 45 percent year-over-year—more than double the average for all U.S. occupations. What most companies don’t realize, however, is that this doesn’t have to be the status quo. Identifying the signs an agent is [...]
Read moreApril 26, 2019
Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to [...]
Read moreApril 02, 2019
Looking back on the week of Enterprise Connect 2019 can make your head spin. And if the countless attendee emails I’ve received are any indication, the general consensus seems to be that we all wish we could have been in two, three, or maybe five places at once. While we’ve covered many of the highlights and vendor announcements coming out of the event here on No Jitter, with an event of this scale — nearly 220 exhibitors — plenty of other news may have flown under your radar. To help get you up to speed, here’s a roundup of news we haven’t already covered, [...]
Read moreMarch 29, 2019
When it comes to customer analytics, there is a vast difference between having a bias and having a plan. A characteristic of organizations more into affirmation than discovery, a “bias” undermines the credibility and efficacy of customer intelligence strategies. It blinds organizations from properly identifying challenges and opportunities within their journeys. It may even steer organizations in th [...]
Read moreMarch 21, 2019
Every company understands that you need to listen to customer feedback for insight into your success and failure points within your contact center. This feedback is most commonly acquired from survey response. Customer feedback from other sources such as conversations between your customers and agen [...]
Read moreMarch 20, 2019
Every marketer worth their salt wants to boost their company’s NPS scores. The most direct and impactful way to accomplish this goal is through a prioritization on the customer experience. Customers confronted by complex processes or encounter rude support staff won’t result in an enjoyable experience. Any stumbling blocks placed in the customer’s way is another reason for them to not give your firm a recommendation. It’s the experience that matters.
Read moreMarch 19, 2019
CallMiner allows organizations to extract intelligence from customer interactions,” said Scott Kendrick, VP of Marketing In an in-person interview. You may know their existing product line – Analyze, Coach, Alert and Redact.
Read moreMarch 11, 2019 by Frank Sherlock, Vice President, International
Call Centre Helper panel of experts share their best ideas for contact centre goals, which can be set as objectives for improving the customer experience.
Read moreMarch 07, 2019 by Richard Britt, Vice President of Artificial Intelligence
Organizations are building in-house data science or Artificial Intelligence teams to use emerging technology and techniques to harness the power of their data. With the growth of these internal data science teams, companies want greater control of all aspects their data programs so they’re more nim [...]
Read moreDecember 14, 2018
85% of adults switched suppliers in the last 12 months at an average of 1.81 times per person in the year, according to a CallMiner survey — depriving brands of nearly $137 billion in annual revenue.
Read moreDecember 12, 2018
Speech Technology looks at a case study with Higher Ed Growth (HEG) and the benefits they've received by using CallMiner.
Read moreDecember 03, 2018
CallMiner Vice President of Marketing Scott Kendrick joins us on the show for an audio discussion regarding the current state of speech analytics capabilities for your credit union’s contact centers and the potential growth opportunities in 2019 based on a recent survey they conducted: Banking Churn [...]
Read moreNovember 14, 2018
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. Or that senior executives are enthralled with the possibilities for enhancing products [...]
Read moreNovember 13, 2018
Modern-day speech analytics tools are invalidating the one safeguard we had against robots taking over the world: the notion that machines can’t understand feelings. Emotionally intelligent AI analyzes customer sentiment to tell you whether you’re providing the best customer experience, but its use [...]
Read moreOctober 31, 2018
BEND, OR, October 31, 2018 /24-7PressRelease/ — Ventana Research today announced the finalists of the 2018 Ventana Research Digital Innovation Awards. The Digital Innovation Awards recognize technology providers that have introduced noteworthy innovations in technology that advance business and IT. [...]
Read moreMarch 15, 2018 by Frank Sherlock, Vice President, International
CallMiner VP of International, Frank Sherlock, discusses how the use of interaction analytics can make chatbots more conversational with Call Centre Helper.
Read moreMarch 12, 2018
CallMiner VP of International, Frank Sherlock, shares how interaction analytics can help coach chatbots to ensure customers feel satisfied with the interaction and its outcome.
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