CallMiner staff was interviewed at CCW Austin.
As our 20th anniversary concludes with CCW Austin, the event will feature 80 interactive discussion groups, 7 tracks of unsurpassed content, and an expo hall with nearly 200 customer-centric solution providers, the largest CCW ever. So make sure you come with customer engagement skill sets you wish to improve and questions for which you hope our esteemed faculty will have answers. Here are a few pressing questions we recommend:
How can we use interaction analytics to improve the CX journey?
Exploiting data to design the ultimate customer experience can be a monotonous and esoteric task. By analyzing all your customer conversations, whether they are on chat, email, phone or social, you can unlock the intel needed to create the FP3 customer experience. Learn how to leverage AI-fueled interaction analytics with Michael Hull, Customer Success Director and Eduardo Von Borstel, Sr. Solution Architect of CallMiner.“[With analytics], we’re able to focus on understandability as a whole,” Emily Deragon of SirusXM, a CallMiner client, told CCW in a recent special report. “Is the customer not understanding the agent because of the dialect or is it because how we’re [as a business] communicating to the customer? We’ve been able to take the understandability category and trend it out as ‘you know what, that marketing really didn’t make sense to that customer;’ as a result, the agent can’t explain it to the customer. How do we improve that?