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Drop in Contact Center Satisfaction Points to Need for Multi-Channel...
CFI Group’s Contact Center Satisfaction Index reports customer satisfaction with contact centers has declined; multi-analytics can enhance the customer experience.
View ArticlePromero Announces New Speech Analytics On Demand Program
Promero, Inc., a reseller and hosting provider of call center software announces a new Speech Analytics On Demand program. The new program gives contact centers the ability to maximize call center...
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Frost & Sullivan Predicts Cloud-Based Contact Center Solutions to...
New Frost & Sullivan research shows cloud-based contact center solutions in the Australian market are predicted to accelerate over the next five years.
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New Business Systems Guide Highlights Need for Quality Call Monitoring...
Quality call monitoring technology can help better target calls for evaluation, but many contact centers still rely on traditional quality management.
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Forrester Report Predicts Investment in Analytics Over Next Two Years |...
New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.
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What to look for when buying Speech Analytics
We asked our panel about the key features to look out for when purchasing a Speech Analytics solution.
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The Power of Contact Metadata
Contact metadata is key to actionable results from speech analytics.With contact metadata, call centers are able to drill down into the details of each call or text-based interaction, giving insight...
View ArticlePromero Partners with CallMiner to Provide Speech Analytics Solutions
Promero, Inc., a leading reseller and hosting provider of call center software and CallMiner, the market leader in speech and voice of the customer analytics solutions for contact centers, today...
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Don't Pigeon-Hole Your Contact Center Metrics!
Contact centers can have huge operating costs once you factor in payroll (and the costs associated with a high agent turnover rate), technology costs, facility costs, operating fees, equipment, and...
View ArticleHow to Improve Your Call Center Monitoring Practices
Call center monitoring is one of the most effective ways call centers can improve their customer service; it gives managers the opportunity to watch (or rather listen) to their agents in action. By...
View ArticleCallMiner's Customer Advisory Board Conference Showcases the Real Value of...
Senior quality, customer care, and contact center staff from Sandals, State Collections, Santander-SCUSA, AMCOL, Bluegreen, EOS CCA, Higher Ed Growth, Nautilus, and others gathered to share their...
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How Is Speech Analytics Changing Agent Behavior?
Traditional approaches to call center performance management are flawed in that they are labor intensive and produce inaccurate results, frustrating both agents and supervisors. But managing and...
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Understanding and Responding to TCPA Changes
Frequently Asked Questions about the October 16th, 2013 changes to the TCPA, and what the new regulations mean for your outbound call center
View ArticlePhillips & Cohen Associates Deploys CallMiner Speech Analytics and Real...
Phillips & Cohen Associates, Ltd., a multi-national specialty collection agency, today announced the implementation of CallMiner's speech analytics solution across their US operations. CallMiner is...
View ArticleThe CMI Group Bolsters Compliance and Improves Efficiency with Speech Analytics
The CMI Group, Inc, a leader in the receivables management industry for over 28 years, announced today that they have implemented CallMiner Eureka, the leading speech analytics solution for accounts...
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3 Reasons the Utilities Industry Needs Speech Analytics – Part 3
In Part 1 of this series we discussed how a utilities company can use speech analytics to reduce operational expenses by keeping call times under control and minimizing service deployments. In Part 2...
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Professional Recovery Consultants Chooses CallMiner Speech Analytics to...
CallMiner, the leader in speech analytics and compliance solutions for contact centers, and Professional Recovery Consultants, Inc., a leading third-party collections agency that serves over 400...
View ArticleFBCS, Inc. Implements CallMiner Speech Analytics
Provider in accounts receivables management reduces regulatory risk with speech analytics.
View ArticleCallMiner Showcases its Speech Analytics at Debt Conference
When it comes to compliance, waiting until after a breach has occurred to fix the problem is just not an option.That’s why speech analytics firm CallMiner (News - Alert) is showing off its EurekaLive...
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Automated Call Categorization Paints a Truer Picture in Your Contact Center
Automated call categorization, a valuable feature of speech analytics, is far more accurate (and faster) than manual agent contact categorization. Instead of asking your agents to qualify the call by...
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