Login to Network
YES PLEASEI want this offer
NO ThanksSkip this offer
#contactcenterworld, @CallMiner
Waltham, MA, USA, April 15, 2020 -- A growing number of CallMiner customers are actively working together to develop and share resources and best practices for managing operations and solving COVID-19-related concerns in the contact centre.
"Contact centres globally are experiencing a massive change in call volume and operational complexity. In some cases wait times are longer, the issues are more emotionally charged, and customers need fast and informative help, now more than ever," said Adam Walton, COO of CallMiner. "Making matters more difficult, many contact centres are suddenly thrust into a work-from-home customer engagement environment for the first time. Recognising the urgent need, CallMiner has united with our customers to collaborate, share and learn."
CallMiner’s new Coronavirus Customer Think Tank, launched in March, provides contact centre and speech analytics leaders a peer community for sharing operational and service-related best practices and asking questions. The Think Tank offers free, downloadable customer contributed and CallMiner-built speech analytics categories, designed to uncover what matters most for callers and agents during the COVID-19 pandemic, which helps organisations respond more efficiently, sensitively and effectively.
Sponsor message - content continues below this message
2021 '16th annual' Global Contact Center World Awards CLOSING SOON!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar
Content continues ….
"Needless to say, world events have had a significant impact on both healthcare providers and their patients," said Pete Hamlin, Senior Director of Business Intelligence, Avadyne Health. "Our team at Avadyne has been committed throughout the pandemic to meet the immediate needs of both and have found the peer-to-peer advice and insights in CallMiner’s Think Tank very valuable in helping us navigate some of the changes needed to do just that."
"At Revenue Assistance, we are very concerned with the well-being of our customers and are focusing our efforts on assisting them with the coronavirus crisis," said Tommy Moos, Collection Manager, Revenue Assistance Corporation. "CallMiner’s Customer Think Tank community has been invaluable for exchanging speech analytics ideas, technical resources and operational best practices. The community enables us to better understand and anticipate how we can help our customers and agents."
"We are committed to delivering the highest level of support and assistance to our customers at a time when their needs and circumstances are quickly changing," said Kyle Carter, Vice President of Delivery and Founder at Zenylitics. "Our team has been so grateful for the content, insights and advice provided by CallMiner and the community of our peers within the Coronavirus Think Tank. It’s been a tremendous help during these unprecedented times."
#contactcenterworld, @CallMiner
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com
About CallMiner:
CallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
Published: Friday, April 17, 2020
| 1.) |  2Ring Gadgets for Cisco Finesse 2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient. Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed. Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli... (read more) PH: +1 (916) 426-3790 |
| 5.) |  Contact Centre Services We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services. Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available. Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur... (read more) PH: 07973640527 |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
