Customer Engagement Optimization

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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Improving Healthcare Customer Experience With Speech Analytics
Improving Healthcare Customer Experience With Speech Analytics

The healthcare industry is constantly evolving and faces critical challenges on a daily basis. From ever-c...

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Ventana Research: Putting Customer Conversations to Work
Ventana Research: Putting Customer Conversations to Work