7 Important Call Center Skills Every Agent Should Have
Call center representatives must go above and beyond customer expectations to ensure satisfaction. Learn what call center skills are crucial for a gre...
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A version of this blog was originally published by OrecX, a CallMiner company, on March 23, 2023.
Conversation intelligence is the name of the game today in the call recording world. And that's because conversation intelligence and analytics delivers clear insight into the mindset of the customer by monitoring and analyzing their behavior and emotion during every interaction. By categorizing, tagging, and scoring 100% of customer interactions, customer conversation analytics reveals the opinions, desires, and needs driving customer choices and gives companies a deeper understanding of what is required to create exceptional customer experiences. More and more businesses, large and small, are deploying call center analytics these days, and you want to be sure your current or future call recorder primes you for (rather than prevents you from) effectively implementing conversation intelligence.
Here are four key features your call recorder must have to easily transition you to embrace analytics:
Are you ready for analytics? Does your call recorder have these critical functions to prime your business to deploy analytics successfully and efficiently? If not, now is the time to consider changing recording vendors.
CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.