CallMiner’s Edge for In-the-Moment Agent Guidance

Maya Middlemiss

 Real-time CX analytics delivering guidance on the best next action

CallMiner’s Edge for In-the-Moment Agent Guidance

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. Augmenting that interaction with the right amount of real-time guidance is a delicate balance for organisations to achieve – to simultaneously support the agent while achieving the desired outcome for the customer.

“Real-time analytics is all about delivering guidance on the best next action,” reflected CallMiner product manager, Jason McKay. “This depends on the content, the emotions being expressed, and the knowledge needed – like suggesting the next steps for carrying out an action on a product. It can alert a manager if there’s escalating emotional tension that might need their intervention, and it can also support compliance – such as pinging an alert if a disclaimer isn’t stated within a certain time period.”  

But all of this must be conveyed without interrupting or distracting from the conversation itself, requiring a carefully designed system that can inject the best guidance at the best moment.

This also has to be highly customisable to the needs of every organisation. But with CallMiner, right out of the box, there are some recommended features – like a Kudos signifier, to let an agent know when they’re doing a great job while an interaction is still in progress. “Users also have control over what syntax is used, exactly what words or behaviour trigger a given alert, and exactly what that looks like.” McKay continued. “They can configure it with hyperlinks, images, even festive colours and GIFs.”

The system makes rich use of emojis too, especially as the contact centre application itself is omnichannel, and the right emoji can convey so much in an instant.

Real-Time vs Post-Call Analytics

The same capabilities within the CallMiner platform are feeding both real-time and post-call analytics, so it is continually evaluating the urgency of a given piece of feedback.

“Some things simply have to be real-time, like reading out a specific disclosure for compliance,” McKay pointed out. If this is not done during the call itself, a contract may be invalidated, but it’s also valuable to highlight how often an agent or a team has to be reminded to do this or if anything is slipping over time. 

“Post-call data acts as a coaching alert, to enhance the manual coaching from the supervisor, and also to help the agent reflect on how a situation could have been handled differently,” he explained. “It helps the supervisor too, to understand how often certain alerts are firing – aggregating that information over time, helping to understand trends and improvements for the individual, even the company.”

Intelligent Learning Drives Continual Improvement

CallMiner’s focus is on creating a really seamless experience for users – a challenge in real-time, where a great deal has to happen fast, in order to provide guidance at the moment of greatest relevance and impact.  

“We use an open architecture called Open Voice Transcription Standard (OVTS), so our customers can deploy their preferred or existing speech recognition vendor, so this supports different accents, industries and so on,” McKay explained, “and we’re delivering so much value with the product, that customers can realise benefits from day one – even before they discover the rich options for user configuration.”

“There are so many potential use cases beyond the contact centre too, like business meetings, and telehealth,” he concluded. “The power of real-time conversation analytics to augment any interaction is really only getting started.”



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