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Effective URL: https://callminer.com/blog/maximizing-customer-experience-in-the-omnichannel-era?utm_source=nurture&utm_medium=email&u...
Submission: On May 01 via manual from US — Scanned from DE
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Solutions WHY CALLMINER? See how we help you translate customer insights into business value. Learn More Contact Center Experience Experience Management Industry CONTACT CENTER EXPERIENCE FRONTLINE AGENT EXPERIENCE Deliver exceptional frontline agent experiences to improve employee productivity and engagement, as well as improved customer experience. QUALITY MANAGEMENT Leverage intelligence to more effectively manage your QA program at scale, driving quality outcomes and improving CX. CONTACT CENTER EFFICIENCY Improve customer experience with operational efficiency and quality in the contact center. RISK & COMPLIANCE Understand voice and text conversations to uncover the insights needed to improve compliance and reduce risk. FRAUD DETECTION Analyze 100% of customer conversations to fight fraud, protect your brand reputation, and drive customer loyalty. SALES EFFECTIVENESS Leverage sales conversations to more effectively identify behaviors that drive conversions, improve trainings and meet your numbers. EXPERIENCE MANAGEMENT CUSTOMER EXPERIENCE Reveal patterns and insights at scale to understand customers, better meet their needs and expectations, and drive customer experience excellence. PRODUCT EXPERIENCE Use customer insights to power product-market fit and drive loyalty. Improve quality and safety, identify competitive threats, and evaluate innovation opportunities. BRAND EXPERIENCE Capture unsolicited, in-the-moment insights from customer interactions to better manage brand experience, including changing sentiment and staying ahead of crises. INDUSTRY HEALTHCARE Conversation analytics provides business insights that lead to better patient outcomes for the professionals in the healthcare industry. COMMUNICATIONS Make your telecom and communications teams stand out from the crowd and better understand your customers with conversation analytics software. RETAIL Take your omnichannel retail and eccommerce sales and customer experience to new heights with conversation analytics for deep customer insights. FINANCE & BANKING Delivering the best customer experience and staying compliant with financial industry regulations can be driven through conversation analytics. COLLECTIONS Increase revenue while supporting customers in the tightly monitored and high-risk collections industry with conversation analytics. INSURANCE Conversation analytics makes it possible to understand and serve insurance customers by mining 100% of contact center interactions. ENERGY & UTILITIES Conversation analytics can help energy and utilities companies enhance customer experience and remain compliant to industry regulations. BPO Adopting cutting edge technology, like AI-powered analytics, means BPOs can help clients better understand customer interactions and drive value. TRAVEL & HOSPITALITY Drive CX, loyalty and brand reputation for your travel and hospitality organization with conversation intelligence. TECHNOLOGY Conversation analytics provides business insights that lead to better CX and business outcomes for technology companies. Products CALLMINER EUREKA PLATFORM Analyze customer interactions at the deepest levels to gain insight. Learn More PRODUCT SUITE * Analyze * Coach * RealTime * Visualize * Redact * Record * Screen Record * Solution Catalogue * Integrations Customers CUSTOMER STORIES Learn how we’ve helped businesses like yours grow and transform. View all Explore * Customer Success CALLMINER CUSTOMER CONNECT Visit our customer community to ask, share, discuss, and learn with peers. Resources LEARNING CENTER Learn from our experts with these whitepapers, webinars, and case studies. Explore All Additional Resources * Blog * CallMiner Research Lab * Events * Frequently Asked Questions * Support CX LANDSCAPE REPORT CallMiner lifts the lid on recent CX industry trends Company ABOUT US Discover where we’ve come from and where we’re going. Meet CallMiner Explore * Leadership * Investors & Board * Newsroom * Partners * Careers * Security CONTACT US Explore product demos and get more pricing details. Watch Demo Videos Request a Demo Solutions Why CallMiner? Industry Solutions Use Case Solutions Role Solutions CONTACT CENTER EXPERIENCE Frontline Agent Experience Quality Management Contact Center Efficiency Risk & Compliance Fraud Detection Sales Effectiveness EXPERIENCE MANAGEMENT Customer Experience Product Experience Brand Experience INDUSTRY Healthcare Communications Retail Finance & Banking Collections Insurance Energy & Utilities BPO Travel & Hospitality Technology Products Eureka Analyze Coach RealTime Visualize Redact Record Screen Record Integrations Customers CallMiner Customer Stories Customer Success CallMiner Customer Connect Resources Learning Center Blog CallMiner Research Lab Events Support Forrester Wave Company About Us Leadership Investors & Board Newsroom Partners Careers Security Watch Demo Videos Request a Demo Blog Home MAXIMIZING CUSTOMER EXPERIENCE IN THE OMNICHANNEL ERA The Team at CallMiner February 09, 2024 Share The transition from traditional call-based centers to diverse, omnichannel contact centers is here to stay. Omnichannel service transcends the conventional multichannel approach by integrating different modes of communication, closing the technology gaps between them. This integration minimizes repetitive information and maximizes agent performance, ensuring customer information can seamlessly transitions between channels. However, most contact centers aren’t optimized to take advantage of omnichannel data and insights, and apply it to business improvements. Not only is it hard, there is also simply too much data at their disposal. In fact, 68% of the 2023 CallMiner CX Landscape Report respondents say the customer experience (CX) data they collect is often not harnessed to their organization’s best advantage. Whitepaper NAVIGATING THE MODERN OMNICHANNEL CONTACT CENTER Learn how to use channel-specific insights to improve efficiency, enhance CX, and make data-driven business decisions THE LIMITATIONS OF TRADITIONAL CX FEEDBACK METHODS Currently, most organizations rely heavily on solicited feedback, like surveys, which captures only a portion of the customer’s overall experience. Solicited feedback often misses out on the nuances of daily customer interactions. Instead, unsolicited feedback, such as the conversations that happen within a customer service or contact center, provides a treasure trove of customer opinions and an untapped opportunity for enhancing CX. In an omnichannel contact center, unsolicited feedback is especially valuable. Different communication channels cater to different customer needs. Understanding how and why customers use each channel — along with trends in what they’re saying — can improve the overall customer journey and remove friction. * Phone: Often used by customers seeking immediate problem resolution, typically with a sense of urgency * Chat: Attracts digitally savvy customers who value quick responses and may be multitasking * Email and helpdesk tickets: Suited for those who can wait for responses to complex issues * Self-service: Over half of consumers prefer resolving issues independently, utilizing digital self-service channels and automated systems * Social media: Often the platform for extreme feedback, either positive or negative, and requires swift responses to prevent potential public relations crises LEVERAGING AI FOR INSIGHTFUL OMNICHANNEL FEEDBACK ANALYSIS AI-powered solutions like conversation intelligence play a crucial role in developing an omnichannel listening strategy. Through detailed customer feedback analysis, teams can track a customer's journey across channels and use insights from specific channels to enhance other areas. For instance, chat feedback can inform improvements in digital or self-service options, including website layouts and frequently asked questions (FAQs). Additionally, understanding the reasons behind customer interactions helps in both staffing allocation and service improvements. Conversation intelligence works by collecting and analyzing this omnichannel data at scale. These systems can unveil insights that reduce customer effort, optimize agent performance, and inform marketing or product development efforts. These platforms provide context into customer interactions, helping teams understand nuances like sentiment, emotions, and contact drivers. They can reveal important dynamics of customer interactions, like silence times and average handle times, offering critical information for training and improving agent performance. Here are just a few examples of how omnichannel listening can lead to significant improvements in both customer and employee experience: * Optimizing self-service: Refining FAQs and self-service options based on common customer queries * Improving agent satisfaction: Using feedback to boost agent confidence and job satisfaction * Staffing adjustments: Aligning staffing levels with interaction frequencies for better coverage * Cross-functional enhancements: Sharing insights across departments to improve sales, marketing and product development outcomes * Refining the customer journey: Making necessary changes to reduce friction points in the customer journey THE IMPORTANCE OF OMNICHANNEL VISIBILITY Visibility into all types of customer interactions, both solicited and unsolicited, is crucial for a thorough understanding of your customers. This visibility allows your organization to uncover valuable insights, leading to enhanced customer satisfaction and improved agent morale. By embracing the omnichannel approach and effectively using AI-based tools for feedback analysis, organizations can significantly improve CX. This holistic view of customer interactions not only benefits customers, but also enriches the working environment for contact center agents, ultimately leading to a more satisfied and loyal customer base. Contact Center Operations Speech & Conversation Analytics Executive Intelligence Voice of the Customer North America EMEA Customer Experience Artificial Intelligence PRODUCT DEMO VIDEOS Get a close look at the most powerful platform in the industry. Watch Demo Videos WHITEPAPER NAVIGATING THE MODERN OMNICHANNEL CONTACT CENTRE Learn More WHITEPAPER FUTURE OF THE CONTACT CENTER: A FORECAST Learn about the human and technological future of the contact center is headed WHITEPAPER HOW TO LEAD A BUSINESS TRANSFORMATION Learn More RELATED POSTS WHAT ARE OMNICHANNEL CONTACT CENTER SOLUTIONS? It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel co... FIVE WAYS TECH COMPANIES CAN USE CUSTOMER INSIGHTS TO DRIVE BUSINESS TRANSFORMATION Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer f... WHAT IS CONVERSATION INTELLIGENCE? Read this blog to better understand conversation intelligence, how it works, its benefits, and what to look for when selecting a conversation intellig... 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. 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