Case Study: ResultsCX improves customer satisfaction and sales outcomes with CallMiner

ResultsCX boosts sales-compliant language to 70% with CallMiner

ResultsCX, a customer experience management firm, was challenged by a health insurance client to understand the root causes of customer complaints and improve agent performance in sales and script adherence. Their existing reporting was too transactional, so they partnered with vendor CallMiner and leveraged its AI-powered conversation intelligence platform, including the Enhanced AI Module, to gain deeper insights from 100% of customer interactions.

Using CallMiner's AI classifiers and semantic search, ResultsCX analyzed 42,000 calls and discovered that 85% of calls were driven by coverage confusion rather than complaints about the company itself. This allowed them to recommend targeted agent coaching. CallMiner enabled the team to measure that sales-compliant language was being used in 70% of calls, providing a benchmark for their goal of 90%, and to develop data-driven strategies to improve customer retention and sales outcomes for the client.

ResultsCX