Forrester study highlights the value of customer intelligence
Discover why Forrester Consulting examined the latest trends in customer intelligence.
The Team at CallMiner
March 06, 2019
CallMiner today announced the launch of a CX Solution Pack for enhanced customer experience insights both within and beyond the contact center. The CX Solution Pack provides customer intelligence from voice conversations, providing greater customer experience (CX) insight to complement and expand upon that gathered from surveys (solicited feedback). A continuous flow of CX insights is captured during every engagement, but often this valuable data is left not listened to or analyzed, which is a shame! This unsolicited data informs and directs customer experience professionals and contact center managers at every point of the customer journey. This goes far beyond post call surveys data.
Unstructured data means that you get beyond the boundaries of the 0 -10 “will you recommend me?” with freedom from a rigid format. Structured data is certainly valuable, but unstructured data is really the essence of unconstrained feedback. You can receive all kinds of CX insights when customers have freedom of expression beyond a directed format. As Gartner research noted when highlighting important developments in the VOC market: Several important developments have been observed over recent years in the VOC including “increasingly sophisticated capabilities to ingest, parse, understand and obtain insight from unstructured data of both text and voice, including customer service calls, social media posts and open-ended survey questions.”
With the new The CX Solution Pack organizations will benefit from a continuous and more comprehensive measure of customer experience quality and customer loyalty across all customer interactions. The Pack. implemented with CallMiner Eureka greatly reduces effort and time to insight by providing a predefined set of analytical content specifically targeted to measuring various aspects of customer experience.
“The ability to capture the drivers of key CX moments of truth from every contact center conversation enables a new level of customer experience awareness,” said Paul Bernard, CallMiner President and CEO. “The CX Solution Pack provides contact center managers and CX Pros with velocity to CX vision with unsolicited feedback from the voice of your customer as well as how frontline employees represent the brand.”
The CX Solution Pack was designed to harness data and measurements, as well as accelerate time to insight with a categorization framework designed around best practices in measuring customer experience. It works to correlate unstructured data in conversations including sentiment to customer experience quality. In addition, the Pack analyzes customer effort and emotion, as well as customer loyalty, retention and likelihood to recommend.
According to a report written by Faith Adams and Arielle Trzcinski of Forrester Research, “Advanced programs expand data sources and analysis to prove value …. Collect and analyze both unsolicited and unstructured feedback. Unstructured feedback can come from surveys, customer emails, phone calls, chats, and search terms.”
For more information about the CallMiner Customer Experience Solutions, visit callminer.com/cx
Learn how this pre-built solution pack will fast-track improved CX