New online community EngagementOptimization.com provides best practices and networking for CX professionals

Waltham, MA – June 22, 2016 – CallMiner, Inc., the leader in speech and customer engagement analytics solutions announces the launch of its new CallMiner Customer Connect community. It is the premier destination for customer engagement professionals, thought leaders and industry experts to go to learn how to optimize the customer journey through the sharing of ideas. EO provides a platform for peer-to peer networking and access to thought leadership content. Users of CallMiner products also benefit from the community through collaboration and discussion of best practices, business problems, and common challenges analyzing customer interactions.

The proliferation of new devices and an increased number of new channels such as social media has led to a substantial increase in the ways in which customers and brands interact.  In this “age of the consumer,” customers are in the driver’s seat, setting expectations for how and when they communicate, and demanding a consistent experience as they cross from one channel to another.  This creates new challenges for brands as they attempt to transition from a contact center with siloed channels of communication to a customer engagement center that shares insights across the organization.  Now, more than ever, there is a need to work together as a community of customer care professionals to navigate this sea of change.

Rick Britt, Director, Consumer Data Management and Strategy, Encore Capital Group commented:   “Based on advice from our peers on the EO community, we have created an interaction analytics coaching team.  Since its inception in February, this team has been responsible for an increase in account conversion rate by more than 7%. This is a substantial win for us, all from a great idea which we probably would not have developed so quickly on our own,”

EO will help customer experience professionals from around the globe keep current with industry news and best practices. EO offers informative content in the following areas:

• Customer engagement & journey analytics
• Agent performance & monitoring
• Contact center operations
• Customer journey & experience
• Risk management & compliance
• Collections & Accounts Receivables
• Customer service & support
• Sales & performance marketing
• Career opportunities.

By actively participating in EO, CX professionals will have access to the collective knowledge and experience of all participants and be able to stay up to date on all things in customer engagement, through:

• Educational blogs and whitepapers with best practices and tips and tricks
• Webinars in a variety of areas such as real-time interaction analytics, motivating & retaining quality agents, etc
• Information on upcoming customer experience events 
• Forums for interaction analytics users to engage with their peers, work out loud, share knowledge, advice and feedback.

CallMiner is featuring EO at Call Center Week 2016 in Las Vegas, NV June 27-July 1 at the Mirage. Booth #406. Sign up for a free membership today.

About CallMiner CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in real-time, they can dramatically improve the rate of positive outcomes.  With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement.  Highlighted by multiple customer achievement awards, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.  callminer.com.

Media Contact: Maureen Szlemp, CallMiner Marketing Director, Lead Generation | Maureen.szlemp@callminer.com | 319-573-3312.