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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.
April 15, 2020
A growing number of CallMiner customers – which include some of the world’s largest brands, financial institutions, communications companies, and business process outsourcers – are actively working together to develop and share resources and best practices for managing operations and solving COVID-19-related concerns in the contact center.
“Contact centers globally are experiencing a massive change in call volume and operational complexity. In some cases wait times are longer, the issues are more emotionally charged, and customers need fast and informative help, now more than ever,” said Adam Walton, COO of CallMiner. “Making matters more difficult, many contact centers are suddenly thrust into a work-from-home customer engagement environment for the first time. Recognizing the urgent need, CallMiner has united with our customers to collaborate, share and learn.”
CallMiner’s new Coronavirus Customer Think Tank, launched in March, provides contact center and speech analytics leaders a peer community for sharing operational and service-related best practices and asking questions. The Think Tank offers free, downloadable customer contributed and CallMiner-built speech analytics categories designed to uncover what matters most for callers and agents during the COVID-19 pandemic, which helps organizations respond more efficiently, sensitively and effectively. Specifically, the categories uncover intelligence that enables organizations to:
“Needless to say, world events have had a significant impact on both healthcare providers and their patients,” said Pete Hamlin, Senior Director of Business Intelligence, Avadyne Health. “Our team at Avadyne has been committed throughout the pandemic to meet the immediate needs of both and have found the peer-to-peer advice and insights in CallMiner’s Think Tank very valuable in helping us navigate some of the changes needed to do just that.”
“At Revenue Assistance, we are very concerned with the well-being of our customers and are focusing our efforts on assisting them with the coronavirus crisis,” said Tommy Moos, Collection Manager, Revenue Assistance Corporation. “CallMiner’s Customer Think Tank community has been invaluable for exchanging speech analytics ideas, technical resources and operational best practices. The community enables us to better understand and anticipate how we can help our customers and agents.”
“We are committed to delivering the highest level of support and assistance to our customers at a time when their needs and circumstances are quickly changing,” said Kyle Carter, Vice President of Delivery and Founder at Zenylitics. “Our team has been so grateful for the content, insights and advice provided by CallMiner and the community of our peers within the Coronavirus Think Tank. It’s been a tremendous help during these unprecedented times.”
CallMiner’s community is open to both customers and non-customers. In addition, CallMiner is offering complimentary Coronavirus Business Impact Assessments for inbound calls into contact centers. To learn more, and request access to the Think Tank, visit callminer.com/coronavirus.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.