Author: Callminer

The cost of living crisis is still creating impact, with almost one in every two people (48%) reporting declining confidence in their ability to pay the bills and make ends meet, and more than 53% saying they have had to delay a bill payment in the past 12 months. Alongside this, recent regulatory changes and customer vulnerability continues to create the perform storm within the credit and collections industry. This article explores the challenges facing this industry and how data and investing in the right technology can play a role in alleviating these emerging challenges. Challenges Customer vulnerability and lack of engagement…

Real-time guidance has become a driving force behind superior customer experience. When customers interact with a company, whether that’s via chat or phone, they expect to have their questions and concerns addressed quickly and effectively. Real-time guidance allows customer service agents to optimise the time they spend with customers by offering immediate suggestions to improve a conversation, while it’s still in progress. What is real-time agent guidance? Real-time guidance uses artificial intelligence (AI) and machine learning (ML) to monitor conversations, most often between customers and customer service agents in the contact center. Based on pre-determined parameters, such as scripting compliance,…

Conversation intelligence enables organisations to gain an intimate understanding of their customers’ needs, preferences, and pain points, as well as where frontline agents are or are not meeting those expectations. With the emergence of generative AI solutions, the conversation intelligence playing field has been levelled to a certain degree. Every day, the CallMiner team are talking to organisational leaders who are curious if they could harness large language models (LLMs) to build their own in-house conversation intelligence platform. Building an in-house solution grants organisations some amount of freedom to shape it to their objectives and requirements, and GPT makes the…

In 2023, the world returned to ‘normalcy’, with people spending more time offices and at in-person events, having face-to-face interactions, and traveling more. At the same time, many organisations faced macroeconomic pressures to do more with less, while maintaining sky-high customer expectations. With this setting as a backdrop, CallMiner surveyed 700 senior decision-makers from contact centres and customer experience (CX) departments for its annual CX Landscape Report, to find out how they’re leveraging artificial intelligence (AI), automation, and customer data to meet their top CX challenges head on. Let’s dive into some of the highlights of this year’s report, and find…

We’re proud to reveal that Forrester Research has named CallMiner the only Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report. CallMiner received the top score in the current offering category, with the top score in the conversation analytics criterion, and scored among the highest in the automated and hybrid quality scoring, compliance, and unified platform experience criteria. CallMiner also received the top score in the strategy category, with the highest scores possible in the vision, roadmap, and pricing flexibility and transparency criteria. We believe this recognition validates CallMiner’s position on the cutting edge of technology, in…

Enterprise hardware, software, and communications companies are under tremendous pressure, thanks to rising inflation and a tightening funding market, to understand and respond to their customers and prospects. To compete, they must be attuned to the 24-7 omnichannel feedback loop that exists in the contact centre, on social media channels, and beyond. However, many are not equipped to effectively listen to the solicited and unsolicited feedback customers are already giving them. Conversation intelligence is one way to truly understand the voice of the customer (VoC). This technology relies on a combination of machine learning and natural language processing to parse 100%…

Financial services organisations face an entirely new set of customer experience (CX) challenges. Many are grappling with a hybrid return to work, an uncertain economy, and an increasingly challenging regulatory compliance landscape. What’s more, if customers don’t get the experience they want with your financial services firm, they’re savvy enough to find a better alternative. In our new whitepaper, Four CX Trends That Will Shape Financial Services in 2023 and Beyond, we dive into some of the most important CX trends and strategies for organisations to implement when it comes to their customer and employee experience (EX). The good news? There’s…