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
November 08, 2018
We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings. In addition we will discuss how listening to your customers and using speech analytics can impact customer loyalty and your company’s bottom line. And this bottom line is adding up! Our research found that this switching epidemic is costing US businesses at least $136 billion a year!
In the survey consumers conveyed which industries they leave, why they leave and what experience would keep them as a loyal customer. The survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. An area of avoidable bad practices is the call center. See below some stats from the report below in our infographic and join us Tuesday, November 13th to discuss more.
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.