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News : CallMiner Collaborates with Customers to Improve Contact Centre Operations Amidst COVID-19

#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.

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"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

About CallMiner:
Company LogoCallMiner 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.
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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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