CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
A quick web search will reveal hundreds or thousands of customer service tips for the contact center. From hiring and training effective agents to meeting customers on the channels of their choice, there is a myriad of ways to improve customer service and deliver exceptional experiences.
The key to adopting these call center best practices is having the right technology in place for capturing, monitoring, analyzing, and scoring conversations with customers. Superior customer service analytics can help optimize everything from customer journey mapping and agent training to marketing effectiveness and revenue generation.
The CallMiner Eureka conversation analytics platform delivers the capabilities to follow up on all the call center customer service tips on your list. With call center technology for capturing and analyzing 100% of customer conversations across channels, Eureka provides insight that drives better business decisions, more compelling customer experiences, and superior contact center performance.
These call center customer service tips can help provide service that drives customer satisfaction, loyalty, and lifetime value.
Meet your customers on their channel of choice. Omnichannel customer service is a must.
Improve response times. Whether on chat, email, phone, or social media, customers hate waiting for responses.
Provide self-service options. Many customers prefer this method.
Focus on customer emotion. It is a principal driver of behavior and satisfaction.
Eliminate data silos. Do not make customers repeat the same story when moving between departments, teams, or platforms
Deliver a superior mobile experience. More customers will engage with your brand via a mobile device than a desktop.
Do not neglect SMS. Text messages are a great way to keep customers engaged.
Train and train again. Continual coaching creates happier employees – which leads to happier customers.
Measure and test. Testing new methods and tracking call center performance metrics are key to improving your customer service efforts.
Map the journey. Understanding how your customers feel about the buying journey can help you improve service at every touchpoint.
The CallMiner Eureka platform provides powerful conversation analytics that can capture and analyze interactions across channels, extracting meaningful insight that drives action.
By transcribing, analyzing, categorizing, and scoring audio and text-based conversations, Eureka converts the unstructured information in customer interactions into structured data that can reveal a wealth of information about customers’ opinions, emotions, behavior, intentions, and experiences throughout their buying journey.
Powered by artificial intelligence and machine learning, Eureka delivers real-time guidance for agents and supervisors that can improve the outcome of every conversation. Eureka also tracks the performance of agents on every call, providing automated and objective feedback that contributes to a culture of persistent improvement. By empowering employees to perform at a higher level, Eureka enables agents to deliver service that drives customer satisfaction and loyalty.
Eureka delivers all the capabilities to follow through on top call center customer service tips – and every other program or strategy for business improvement. With Eureka, you can:
• Provide exceptional customer service on any channel your customers choose - phone, text, chat, email, web, or social.
• Reveal areas for opportunity to improve business improvement.
• Understand your customers’ needs in real-time to personalize their experience.
• Identify the root cause of issues and take action to improve key metrics such as First Contact Resolution, Average Handle Time, and Customer Effort Scores.
• Identify and score customer emotion to gain a deeper understanding of the factors driving their decisions.
• Enable a customer’s data and history to follow them across channels, departments, and platforms, eliminating the need to re-authenticate or retell their story multiple times.
• Automate customer journey mapping and identify how customers feel about each touchpoint.
• Track critical metrics on call center scorecards to benchmark performance.
• Provide call center managers with the tools to monitor, understand, and optimize agent performance at scale.
CallMiner provides the industry’s most comprehensive platform for analyzing customer interactions at scale across all channels. Our technology is designed with the experience of two decades of mining over 2 billion hours of customer conversations for insight. No other conversation analytics platform on the market today offers more customizable solutions or deeper customer understanding.
Many of the world’s leading organizations in financial services, retail, healthcare, insurance, travel, and other industries turn to CallMiner for the actionable intelligence they need to make better business decisions.
With our technology, CallMiner customers can:
• Understand what their customers want. Our platform analyzes the details of every customer interaction, accurately auto scores conversations, correlates data across multiple channels, and categorizes information for ease, effectiveness, and emotion.
• Accelerate speed to improvement. With technology that provides AI-driven search features, unmatched accuracy, and real-time and post-call analytics, the Eureka platform sheds light on areas for improvement and how to achieve it. • A more human approach. Our customers benefit from a dedicated support team and an active customer community that contributes crowdsourced support and innovation.
Improving response times is one of the most important ways to improve customer service in a call center. It is also essential to provide service on any channel a customer prefers and to follow customers as they move between channels – without asking them to constantly re-authenticate or re-explain their needs. Offering self-service options is a hit with certain customers, and providing a superior mobile experience is essential as this channel dominates most interactions. Using analytics that identifies emotions in a customer’s voice can improve the outcomes of interactions by helping agents better understand what customers want. And the technology that delivers next-best-action guidance is essential for delivering superior customer experiences.
Conversation analytics is a technology that captures customer conversations via phone and text-based channels like chat, email, SMS, and social media. By analyzing these interactions, conversation analytics reveals deep insights about what customers want and how they feel about their experience with a brand.
By providing a better understanding of customers, conversation analytics makes it easier for contact center agents to quickly deliver service that will satisfy a customer’s needs and provide an exceptional experience. Using artificial intelligence, conversation analytics can suggest the next-best actions that can help resolve issues more quickly.
Our call center’s continuous improvement process is anchored on CallMiner’s capabilities. Everything begins with speech analytics.
Business Analyst, Slimware Utilities