Delivering positive customer experience (CX) is a key competitive differentiator for organizations, and artificial intelligence (AI) has emerged as a key catalyst for delivering the seamless experiences that customers expect. In fact, more than 75% of decision-makers believe advancements in AI and self-service technology are among the most important factors for CX and customer success. Despite its […]
Podcast: Using Speech Analytics to Refine and Improve Their Marketing Strategy with CMO Eric Williamson
CallMiner’s Chief Marketing Officer, Eric Williamson, joins Coruzant Technologies for the Digital Executive podcast. He shares how they leverage their technology to glean their most valuable insights, which are from their customers. This allows them to understand the customers’ experience and future buying trends. Listen to the Episode here.
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 and evolving demands of customers. Delivering […]
1. Identify Where Calls Are Being Abandoned (and Act!) 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 […]
Hi Jeff, please tell us about your current role and the technology you handle at CallMiner. 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 […]
Will your future boss be a computer? 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. And getting […]
Our panel of experts share their favourite advice for complaint handling in the contact centre. 1. Tackle Your Top Complaint Reasons First The first step to take when looking to drive down complaints is to try and identify the main sources of complaints, in order to concentrate on the recurring problems. Then, you can look […]
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.
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, repeat – it would be no surprise if they were […]
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 […]