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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 and social distancing […]

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. 2021 kicks off a new decade for advanced analytics, and a new attitude is apparent. GoodData CEO Roman Stanek, for […]

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 to every customer. But delivering this personalised experience isn’t […]

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. When CallMiner closed a $75-million investment round with Goldman Sachs at the end of 2019, the speech analytics firm knew the benefits of such a huge capital investment. It wasn’t as […]

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 hours that you need them to work. Some people may want […]

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 racist calls in contact centres, what most companies do about […]

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. It’s easy to assume that this attention to customer interactions would be […]

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: Phone […]

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, experience and retention. Listen to the full conversation here.

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 changed. Between quarantines, shifts to remote work, the rise in consumer […]

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 critical factors to future CX success. While AI is a powerful tool for […]

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 – […]

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 pandemic has made this notion even more clear. In […]

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 during the onboarding process. Provide the team with power of […]

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 […]

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 you’d expect in terms of payment deferments or forgiveness. For […]

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, […]