CallMiner

CallMiner is a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report! 🎉 The Forrester report states, “CallMiner has gained a deep understanding of how to convert insights from customer conversations into positive buyer experiences and revenue growth” and “is well-suited for companies looking for a call center platform that provides the insights and guidance needed to improve sales performance." Read more here: https://lnkd.in/eag_Dixp

In highly regulated industries, compliance adherence is critical. Yet only 34% of healthcare organizations are currently automating quality assurance and only 32% are automating compliance. Download our latest whitepaper to learn how #AI can reduce risk, enhance agent performance, improve patient experience outcomes, and more. https://lnkd.in/ergcNCdk

It's not enough to review one or two customer contacts per agent. To drive business change, you need insight on every single contact. "CallMiner was able to offer that to us, which allowed us to reprioritize what our analysts were focusing on and they were able to give us cross-functional insights into the end to end customer journey." Hear more from Anna Gregory, Director of Customer Care Operations at Radial Inc. on how CallMiner is helping the company drive agent performance, financial savings, and more. ⬇️

Generative AI is set to revolutionize the contact center and customer service landscape, with organizations leveraging #genAI not just for efficiency, but also to enhance #CX and operational agility. Forrester's recent report, "Generative AI Is The Catalyst for Change In The Contact Center", explores three trends shaping contact centers in 2024 and beyond, including: 👉 How genAI will ignite the need to prioritize investments in long-neglected areas, such as the agent workspace and agent workflows 👉 The need to rethink how technologies and services are procured and integrated, including embracing strategic partnerships with vendors known for domain-specific excellence and flexible integration capabilities 👉 Preparing for what's next in the AI-augmented era with post-genAI strategies that consider holistic data insights, cross-channel interactions and diverse AI investments Read the full report to learn more. https://lnkd.in/eBq356sj

In the dynamic landscape of customer service, enhancing efficiency and effectiveness is critical. Join our upcoming webinar to hear how TechStyleOS's innovative approach to QA has transformed customer and employee experiences for brands like Fabletics, Savage x Fenty, and more. Crina P., Sr. Manager of Global Quality and Standards at TechStyleOS and Jennifer Buffaloe, Sr. Director of Customer Success at CallMiner will offer tips for going beyond traditional processes to optimize QA programs for strategic, data-driven decision making. Register now for the session on Sept. 10. ⬇️ https://lnkd.in/eBZNKb66

For #AIAppreciationDay, CallMiner CEO and founder, Jeff Gallino, weighs in on current and future use cases of #AI in customer experience. “With the goal of augmenting human capabilities, rather than replacing them, AI is already helping organizations sift through large volumes of structured and unstructured customer data to uncover trends and opportunities – those needle-in-a-haystack moments – and deliver better CX." Read more via insideAI NEWS ⬇️ https://lnkd.in/gYim-QXN

Don’t forget to sign up for our upcoming #webinar on August 6! ⏳ Join us to hear from Nic Morrison, Business Analyst at Delta Defense LLC, as they explore the emotional journey customers experience during contact center calls, including a step-by-step approach to asking targeted questions and creating an empathetic space to deliver positive #CX. Save your spot today. ⬇️ https://lnkd.in/em9-2is2

Real-time agent guidance is changing the contact center game. How? Here’s a quick breakdown. ⬇️ 1️⃣ Real-time guidance is an #AI-driven process that captures and analyzes customer interactions while they're happening 2️⃣ By identifying specific words, phrases, emotions, and more, the technology can deliver suggestions to the agent to better handle customer interactions 3️⃣ These suggestions, such as how to manage a vulnerable customers or what marketing offer to present, can improve customer satisfaction and overall #CX Head over to the CallMiner blog to learn more. ☎️👇 https://lnkd.in/gFhs_t9r

“[CallMiner] gives us rich data that we can work with to develop our agents and understand how customers react to certain emotions.” Hear from John Rahaman, Customer Experience Manager, and Carla Jacinto, Customer Experience Program Manager at Workhuman on how CallMiner is helping them meet their business objectives, including understanding customer sentiment, agent tone and more.

In today's competitive landscape, #CX is a key differentiator. Yet, only 7% of consumers feel experiences have improved over the past year, and 55% feel they've gotten worse. CCW Digital's CX Trends, Challenges & Opportunities Market Study explores shifts in customer sentiment, how business can effectively harness #AI and more. Download the report today. ⬇️ https://lnkd.in/eZUpKRh8