CallMiner

The 2024 CallMiner CX Landscape Report is here! One of the key takeaways? #AI is continuing to transform how contact center and customer experience (CX) leaders approach their roles – from the customer data they collect to how they support employees. In fact, 87% said generative AI is key for their teams and 91% agree AI will help optimize #CX strategies. And that’s not all. The findings also revealed: ?? Despite widespread AI adoption, cost is an unexpected challenge ?? AI is not replacing employees, it’s empowering them ?? CX and customer feedback collection is no longer limited to surveys Download the report to learn more. https://lnkd.in/eh85tPqM

Join CallMiner for a breakfast roundtable with CCMA Ireland and Davies to learn how to unlock the full potential of your data to enhance #CX, EX, and operational excellence. Join CallMiner's VP of International, Frank Sherlock, and Davies Group's Lee Mostari and Michael Anderson for a discussion on: ?? Getting the most value out of your data, including potential challenges ?? Boosting efficiency & customer satisfaction via a real-world case study ?? Improving all parts of your business with conversation intelligence Register now for the March 20 session in Dublin, Ireland! https://lnkd.in/exAFSBKk??

Did you catch CallMiner’s recent webinar with Women in CX ?? Shannon Brown-Hess, BPO Account Executive at CallMiner explores how building confidence, navigating challenges, and creating a career path that aligns with your goals and values can propel your professional growth. Watch the on-demand webinar now! ?? https://lnkd.in/eRJVqhDg

The contact center landscape is increasingly complex. Are you ready? ContactBabel’s 2025 Decision-Makers' Guide breaks down the six biggest challenges facing contact center leaders across financial services, insurance, outsourcing, retail, TMT, and more. Download the report today to discover the trends and data-driven solutions that will define the next era of customer service. ?? https://lnkd.in/eFf5JUsP

Will you be at Enterprise Connect in Orlando, March 17-20? CallMiner's Chief Product Officer, Bruce McMahon, is joining an expert panel to discuss the future of human and #AI collaboration, including how the partnership will reshape the way contact center employees operate. He'll be speaking alongside:? Edwin Margulies (Chief Evangelist, Nextiva)? Theresa Gebert (VP, Product Management, Afiniti)? Ian Jacobs (VP, Lead Analyst, Opus Research) See you there! And don't forget to swing by booth #1305 to see the CallMiner team throughout the conference. ?? https://lnkd.in/evm47_iG

Did you catch our webinar with Jim Halloran, Solutions Analyst Speech Analytics at Inizio Engage? The session explored how his team is using conversation intelligence to identify early challenges, drive quality monitoring and customization, and continually monitor key metrics to optimize employee experience. Watch the webinar, now available on-demand! ?? https://lnkd.in/ek8F_UEm

To continue leading the industry in customer service and agent performance, Workhuman recognized the need for enhanced tools and procedures. Learn how the Workhuman team transformed its quality assurance (QA) program with CallMiner, increasing efficiency, elevating agent performance, and improving customer satisfaction and trust. ?? https://lnkd.in/eNrTuaUP

Consistency is key to enhancing #CX, but how can organizations guarantee this consistency throughout the entire customer journey – especially across diverse workforces? In our upcoming webinar, Patrick Joyce, MBA, Vice President of Product Management at PENNYMAC, will share how his team implemented real-time alerts to ensure consistency across their customers’ journey and deliver high-quality customer experience. Register now and join us on March 25! https://lnkd.in/ed3nXpDv

With the Consumer Financial Protection Bureau facing potential defunding, the consumer financial protection landscape in the US could be reshaped. Jennifer Buffaloe, Senior Director of Customer Success, and Lauretta Campestre, AVP of Success Strategy at CallMiner, explore the potential impact of this change and what organizations should be considering to ensure consumer trust and protection in our latest blog. https://lnkd.in/grHqAr-M

The #CX landscape is evolving, changing how businesses connect with consumers and redefining expectations at every touchpoint. Megan Keup, Product Marketing Manager at CallMiner, explores how organizations can gain greater insight into CX by leveraging conversation intelligence data alongside solicited feedback, improving survey design and creating more personalized experiences. https://lnkd.in/eAjcArzf