CallMiner Introduces Combined Workforce Intelligence Capabilities to Elevate Agent Experience and Drive Improved Customer Outcomes

WALTHAM, Mass. & LAS VEGAS--(BUSINESS WIRE)--Jun 20, 2022--

Customer Contact Week Las Vegas 2022, Booth 613 -- CallMiner, the leading provider of conversation intelligence to drive business improvement, today announced new and expanded workforce intelligence capabilities to help organizations improve the performance and experience of contact center and customer service agents, aimed at driving positive customer experiences and business outcomes.

According to Forrester1, “Being a contact center agent has never been more difficult. Call volumes have increased, and while bots are taking some of the heat, that leaves the toughest calls for your agents to handle…Contact centers that don’t focus on significantly improving the agent experience will suffer far more than those that do.”

With CallMiner, contact center leaders can more effectively address common agent challenges and pain points, such as eliminating mundane, repetitive tasks or using real-time alerts to guide them to the best outcomes, which helps them experience greater success and satisfaction in their roles. Further, supervisors are empowered to focus on the tasks and data-driven training that elevate the quality of their entire agent base.

Through this combined set of workforce intelligence capabilities, the CallMiner platform enables organizations to increase agent retention and improve customer experience. This includes:

“For today’s customer-centric organizations, it’s critical to deliver the best experiences possible at every touchpoint – and the best way to achieve this is with high performing and highly engaged agents. This is easier said than done considering the high number of remote agents in today’s workforce, rising agent attrition rates and competition in the labor market. Combining this with the increasing complexity of interactions being handled by agents as routine contacts move to self-service or bots, has created the perfect storm,” said Scott Kendrick, VP of Strategy at CallMiner. “The combined workforce intelligence capabilities within the CallMiner platform make it easier for organizations to retain agents for increased tenure, elevate new agent performance faster, and empower their contact center supervisors, agents, and teams with the right tools to drive positive business and customer outcomes.”

These new and updated workforce intelligence capabilities are currently available to CallMiner customers. To learn more, visit CallMiner at Customer Contact Week Las Vegas 2022, booth 613, visit callminer.com or contact sales@callminer.com.

About CallMiner

CallMiner is the global leader in conversation intelligence 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. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on TwitterLinkedIn and Facebook.

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1 Forrester, The Three Customer Service Megatrends in 2022, March 15, 2022, https://learning.callminer.com/c/whitepaper-forrester-megatrends-2022?x=CFl8z6&lx=amFxJO

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CONTACT: Media:

Jessica Bettencourt

Inkhouse on behalf of CallMiner

callminer@inkhouse.com

(774) 451-5142