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Deliver exceptional frontline agent experiences to improve employee productivity and engagement, as well as improved customer experience.
Leverage intelligence to more effectively manage your QA program at scale, driving quality outcomes and improving CX.
Improve customer experience with operational efficiency and quality in the contact center.
Understand voice and text conversations to uncover the insights needed to improve compliance and reduce risk.
Analyze 100% of customer conversations to fight fraud, protect your brand reputation, and drive customer loyalty.
Reveal patterns and insights at scale to understand customers, better meet their needs and expectations, and drive customer experience excellence.
Use customer insights to power product-market fit and drive loyalty. Improve quality and safety, identify competitive threats, and evaluate innovation opportunities.
Conversation analytics provides business insights that lead to better patient outcomes for the professionals in the healthcare industry.
Make your telecom and communications teams stand out from the crowd and better understand your customers with conversation analytics software.
Take your omnichannel retail and eccommerce sales and customer experience to new heights with conversation analytics for deep customer insights.
Delivering the best customer experience and staying compliant with financial industry regulations can be driven through conversation analytics.
Increase revenue while supporting customers in the tightly monitored and high-risk collections industry with conversation analytics.
Conversation analytics makes it possible to understand and serve insurance customers by mining 100% of contact center interactions.
Conversation analytics can help energy and utilities companies enhance customer experience and remain compliant to industry regulations.
Adopting cutting edge technology, like AI-powered analytics, means BPOs can help clients better understand customer interactions and drive value.
Drive CX, loyalty and brand reputation for your travel and hospitality organization with conversation intelligence.
August 03, 2020
CallMiner released a new research study today – Customer Experience Insights from the Pandemic: Brand Performance, Consumer Preferences and Lessons Learned. The study uncovers how brands responded to the pandemic, the ongoing impact on customer preferences and behavior, and how organizations can leverage newly gained insights to deliver exceptional customer experience now and going forward. CallMiner surveyed more than 2,000 consumers in June 2020.
“We set out to discover how brands performed during the pandemic and uncovered much more, including a growing demand for human-to-human connection and service,” said Eric Williamson, chief marketing officer at CallMiner. “Our research found that 77% of consumers called customer support despite warnings of long wait times and encouragement from brands to use self-service channels. Fifty two percent said they used the phone for customer service more than usual during the pandemic, preferring it over social media and self-service options.”
Select highlights of the study include:
CallMiner found that consumers who recently switched providers contacted customer service more often throughout the pandemic than those who didn’t switch, and 80% of consumers said they will stay loyal to the brands that provided great customer experience during the pandemic.
“Extracting and operationalizing consumer insights is especially critical during times of crisis, when preferences and needs change rapidly. Brands must empower customer service agents with the intelligence they need to respond and connect emotionally with customers, and leverage insights from interactions to proactively address concerns and improve the customer experience,” said Paul Bernard, CEO of CallMiner.
For information on recommended strategies brands can implement to revamp their call center approach, view the report here.Back to Press Releases
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.