CallMiner Launches New Engagement Optimisation Community

CallMiner, the leader in speech and customer engagement analytics solutions, announces the launch of its new Engagement Optimization community.

EngagementOptimization.com (abbreviated to EO) is the premier destination for customer engagement professionals, thought leaders and industry experts to go to learn how to optimize the customer journey through the sharing of ideas. EO provides a platform for peer-to peer networking and access to thought leadership content. Users of CallMiner products also benefit from the community through collaboration and discussion of best practices, business problems, and common challenges analyzing customer interactions.

The proliferation of new devices and an increased number of new channels such as social media has led to a substantial increase in the ways in which customers and brands interact. In this “age of the consumer,” customers are in the driver’s seat, setting expectations for how and when they communicate, and demanding a consistent experience as they cross from one channel to another. This creates new challenges for brands as they attempt to transition from a contact center with siloed channels of communication to a customer engagement center that shares insights across the organization. Now, more than ever, there is a need to work together as a community of customer care professionals to navigate this sea of change.

Rick Britt, Director, Consumer Data Management and Strategy, Encore Capital Group commented: “Based on advice from our peers on the EO community, we have created an interaction analytics coaching team. Since its inception in February, this team has been responsible for an increase in account conversion rate by more than 7%. This is a substantial win for us, all from a great idea which we probably would not have developed so quickly on our own,”

EO will help customer experience professionals from around the globe keep current with industry news and best practices. EO offers informative content in the following areas: