The evolving role of customer service representatives in today’s modern contact center
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools...
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The Team at CallMiner
September 06, 2022
In the modern customer service landscape, consumers engage with businesses across a variety of channels and devices. As they navigate from digital channels like online self-service and chat to email and phone formats, they expect seamless transitions and a personalized, contextual experience at every touchpoint. The key to understanding omnichannel customer engagement is to visualize these points of contact as steppingstones in a single contiguous journey.
True omnichannel customer engagement integrates multiple contact channels. Rather than managing each channel as a separate platform, an omnichannel approach manages them all from a single, unified console. By mitigating technological gaps between communication channels, businesses reduce customer effort and provide intelligence to optimize agent performance.
Several challenges stand in the way of strong omnichannel performance. Lack of personalization, repeat information, and disjointed omnichannel experiences can impact customer retention. The best way to overcome these challenges and eliminate communication channel boundaries is with the right technology solution.
Conversation intelligence platforms can capture 100% of customer contact at every touch point and convert that data into functional insights. Additional benefits of conversation intelligence for omnichannel customer experience include:
Want to learn more about omnichannel customer experience and conversation analytics solutions? Check out our whitepaper for more information: Understanding Omnichannel Customer Experience: Analyzing Every Touchpoint.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.