What is Engagement Optimization? It's all about maximizing positive outcomes whether that outcome is a sale, an answer to a question, or a resolution to an issue. It's about optimizing all interactions along the entire customer journey -- from the contact center to the retail store. With CallMiner Customer Journey Analytics, organizations can listen to 100 agents try 25 different ways of selling a product, identify the five best paths to a close with the highest level of customer satisfaction and then share those teachings and provide guidance to all agents.
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5 Gold Standards to Improve Customer Surveys, featuring InterAction Metrics
Learn how to get more out of your customer surveys from Martha Brooke, Chief Analyst and Founder of Interaction Metrics, and CallMiner’s Steve Chirokas in this webinar.
5 Standards of Excellent Customer Listening
In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening programs always meets the same 5 standards....
Sweet Emotion: Measuring Emotion for Better Experiences
Learn how through emotion you can gain actionable insights to better your Voice of the Customer and Voice of the Employee programs.
Enhanced Voice of Customer Analytics with CallMiner
Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights
The Voice of the Customer (VoC) represents your customers’ perceptions, needs, and requirements. Used as a research method to identify market opportunities, gauge customer sentiment, and gain...
5 Mistakes to Avoid to Create a Full Picture of the Customer Journey
The truth is that if you are tasked in your business to measure the customer experience based on interactions on a single channel, you will only get a one-dimensional view of the customer...
CallMiner Visualize: Powered by Tableau®
CallMiner Visualize powered by Tableau® brings your speech analytics data story to life. Customize and compare graphical data to reveal insight to enable change.
Customer Experience Demo
6 Ways Customer Engagement Analytics Can Go Beyond the Survey
CX pros sit on a data goldmine in their call center that could complete their picture of the customer journey beyond the survey, giving them the edge needed to keep customers loyal and spending more.
What is Customer Journey Analytics?
Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. While analytics for...
Unsolicited Feedback Can Be Rocket Fuel for Your CX Engine
It’s time to create a complete picture of the customer experience with unsolicited feedback with speech analytics from CallMiner Eureka.
Visualize, powered by Tableau®, brings your speech analytics data story to life
The True Path to Measuring Customer Sentiment Through Speech Analytics
Sentiment analysis has become an industry phrase that has ushered in an acute focus for organizations toward as both a necessity in business success and a core differentiator in customer...
Multi-Channel Interaction Analytics
CallMiner’s Eureka multichannel analytics eliminates channel boundaries to deliver insight across voice and text-based interactions.
Solution News: CallMiner Launches Customer Experience Solution Pack
CallMiner today announced the launch of a CX Solution Pack for enhanced customer experience insights both within and beyond the contact center. The CX Solution Pack provides customer intelligence...
10 Speech Analytics Needs to Know for CX Pros
Read our 10 “needs to know” to introduce CX professionals who isn’t taking advantage of the data available for better Voice of the Customer and Voice of the Employee programs.
Customer Experience & Voice of the Customer Datasheet
What is Voice of the Customer? 25 Experts Give Best Practices
Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be...
The CX Pro’s Guide to Speech Analytics
Read how speech analytics can uniquely empower customer experience initiatives!
NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?