Our Company

17 New Ways to Improve Schedule Adherence in the Contact Centre

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 […]

Read More

African Bank Selects CallMiner to Enhance Customer Service Through Advanced Speech Analytics

CallMiner announced that African Bank has selected the CallMiner Eureka platform to better extract and operationalise insights from voice-based customer interactions. “With CallMiner, we will be able to create an even stronger customer experience by analysing what our customers need, how they feel, and what we need to do, to deliver exceptional value and service,” […]

Read More

AI, Racism, and Bias: The Impact on Employees and CX

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 […]

Read More

CallMiner Wins Stevie® Award for Customer Support Strategies During COVID-19

CallMiner has been named a Silver Stevie® Award winner in the 17th Annual International Business Awards®. CallMiner was recognized in the Most Valuable Corporate Response category for its Coronavirus Customer Think Tank, a collaborative online community created to help organizations develop and share resources for addressing customer concerns during COVID-19. CallMiner’s recent survey – Customer […]

Read More

CallMiner and NTT TechnoCross Corporation Partner to Bring Speech Analytics to the Japanese Market

  CallMiner’s Integration with the NTT Voice Transcription Engine and ForeSight Voice Mining Solution Enables Organizations in Japan to Take Advantage of Rich Conversational Insight CallMiner announced a partnership with NTT TechnoCross (NTT-TX) to provide speech analytics in Japan. CallMiner will use the NTT speech to text transcription engine to enable analytics for Japanese speakers […]

Read More

Delivering Exceptional CX in Times of Crisis and Rapid Change

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 […]

Read More

CallMiner Launches a New Model for Operationalizing Speech Analytics

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, […]

Read More

Why AI And Robotic Process Automation Are The Perfect Match

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. But what about robotic process automation (RPA), which is conventionally thought of as a “human replacement”? I’m here to tell you that RPA […]

Read More

How Technology Increases Transparency and Value

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. financial backgrounds), brick and mortar locations transformed (coffee bars and couches […]

Read More

How Technology Increases Customer Transparency And Lifetime Value

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. When I began my career in banking in the mid-1990s, the financial services industry was looking to retailers for sales best […]

Read More

CallMiner Launches Maturity Model for Implementing and Operationalizing Speech and Interaction Analytics

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 […]

Read More

I See You! How Technology Increases Customer Transparency and Lifetime Value

Customer insights that organizations are able to glean, via technology, have continued to increase customer relationship transparency These insights equip sales operations teams with the data needed to automate administrative activities The resulting transparency arms sales operations and reps with a competitive advantage When I began my career in banking in the mid-1990s, the financial […]

Read More

Customer Engagement And The Pandemic: How To Adapt And Thrive

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 wider range of consumer concerns – it’s safe to […]

Read More

Using unethical data to build a more ethical world

How CallMiner handles imperfections in speech recognition Abstract 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 exception. Instead […]

Read More

Driving customer loyalty with fair treatment

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’. Despite the hurdles presented by this period, one factor […]

Read More

AI can help boost customer service during COVID-19

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. The new survey data comes from the company CallMiner and it looks at the customer experience (CX), drawing on insights from the […]

Read More

Remote Staff Engagement: 9 Strategies to Make Your Team Smile

Our panel of experts share their favourite staff engagement strategies and explain how they can be implemented successfully in the contact centre. 1. Spot People Doing Good Things There’s nothing worse for a member of your team than feeling that their work or presence is unnoticed. Recognition of work done and accomplished keeps your employees […]

Read More

CallMiner and Intradiem Announce Partnership to Take Action on Behavioral Insight in Contact Centers

CallMiner announced today a partnership with Intradiem, the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. The new partnership enables contact centers to raise the bar for customer satisfaction and agent quality management by automatically triggering intelligent actions from voice and text interactions to: Identify when […]

Read More

What Is eDiscovery?

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. In today’s reality of widespread computing, cloud networks […]

Read More

CallMiner and Avadyne Health to Present at Customer Contact Week (At Home)

CallMiner today announced that it will be presenting at Customer Contact Week (CCW) At Home virtual event with Avadyne Health, an innovative, healthcare revenue cycle collections and patient financial experience company. CCW At Home — a multi-week, interactive digital conference — is the world’s largest virtual gathering of customer contact professionals. The digital event will […]

Read More