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April 20, 2021
CallMiner commissioned study reveals business leaders are increasingly turning to AI and automation to improve agent experience and decision-making
A new Forrester Consulting study, commissioned by CallMiner, the leading provider of speech and customer interaction analytics, explores how contact center leaders are increasingly prioritizing the experiences of customer service representatives (CSR) to improve customer experience (CX).
Widespread remote work, a boom in digital interactions, and increased automation has resulted in brands seeing the phone as the new empathy channel. To effectively arm CSRs for these emotionally driven customer interactions, organizations need to capture data on customer journeys and interactions, and implement new tools to support supervisors and agents.
In fact, nearly two-thirds (65%) of respondents have increased their focus on improving the CSR experience, through means such as adopting AI and automation technologies to empower CSRs to be the ‘empathy agents’ that customers require.
The study found:
“The pandemic upended the standard ideas of customer service. To meet these shifting demands, organizations have had to accelerate digitalization, automation and AI strategies,” said Jeff Gallino, CTO, CallMiner. “To effectively arm CSRs for every customer conversation, including the emotionally driven ones, brands must prioritize analyzing every interaction. Being able to interpret emotion and identify patterns from customer interactions at scale enables organizations to more effectively support CSRs and use those insights to drive improved enterprise-wide decisions.”
The study shows that organizations are turning to specific practices and product capabilities to meet these challenges, including:
Contact center agents and CSRs are core to shaping brand experiences, and when they feel supported and empowered, it’s no surprise that customer experiences improve. When organizations prioritize the strategies needed to improve customer loyalty and customer experiences, business improvement follows.
For more information, please download the full study here.
This Opportunity Snapshot was commissioned by CallMiner. To create this profile, Forrester Consulting conducted an online survey of 310 North America and EMEA-based contact center strategy decision makers. Respondents represented CX (55%), operations (23%), marketing/advertising (16%), and sales (5%) roles. All respondents at least influenced contact center strategy and were involved with evaluating contact center technology. The custom survey was completed in February 2021.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.