CallMiner Shows off Customer Services at CS Week 2013
For organizations in any industry, enhanced customer experiences mean a higher measure of satisfaction, customer retention and increased selling effectiveness. To achieve such credentials companies...
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Phonetics vs. LVCSR: Under the Hood of Speech Analytics
Speech analytics allows enterprises to leverage the voice of the customer as a business asset. It can be used to diagnose and address customer service issues, contact center efficiency opportunities,...
View ArticleCallMiner Webinar: Improving Efficiency, Customer Service, and Compliance...
Register for this complimentary webinar to learn how British Gas has taken advantage of the full range of benefits provided by speech analytics. Jason Gingell, Senior Business Analyst at British Gas,...
View ArticleWhitepaper Examines CFPB Compliance, Speech Analytics
We’re all familiar with the constant challenge: being able to maximize payments while staying compliant and up to date with new rules and regulations.A solution? Speech analytics, which can help ease...
View ArticleCallMiner Speech Analytics Drive Results at Nautilus Inc.
Waltham, MA, Apr 29, 2013 -- CallMiner, a provider in speech analytics, announces today that Nautilus Inc., a home fitness company, is leveraging insights from their new speech analytics system into...
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How Speech Analytics Can Improve Customer Service in Utility Companies
When share of mind (penetration of the local market through advertising and marketing) and rate plans are roughly the same, one of the best ways a deregulated utility company can increase their market...
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3 Ways Speech Analytics Helps and Protects the Collections Industry
In a time when lawsuits, complaints, and CFPB audits are increasing, collections contact centers need to take steps to improve their processes and prove their compliance. Collections contact centers...
View ArticlePress Release - Leader in Vacation Ownership Industry Awards Associate of the...
FORT MYERS, FL, May 21, 2013 -- CallMiner, the leader in speech and voice of the customer analytics solutions for contact centers, and Bluegreen Corporation, a leading timeshare...
View ArticleHow Speech Analytics Helps and Protects Collections Industry
In a call center, speech analytics technology helps analyze every single agent contact, either during or after the call. This reduces the costs and efforts involved in call center compliance...
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Higher Quality Recording from the Cloud generates more ROI than "free" recording
That title is a pretty bold statement, no? Saying that something you pay for is better and generates more ROI than a free and normally “good enough” alternative, but it happens to be true!First, let’s...
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Protect Your For-Profit Education Institution with Speech Analytics
For-profit colleges have a lot to offer their adult students such as online courses, flexible meeting times, and year-round courses. Because of the flexibility of most for-profit colleges, more and...
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The Old Call Center QA Methodology Is Dead
“This call may be monitored for quality assurance purposes.” When I was young, I thought this meant that any prank calls would result in a callback and a stern warning. The truth is, if a company is...
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Don't Leave Money on the Table – Improve Agent Sales Performance with Speech...
Many enterprises, including collections agencies, retailers, and financial institutions have integrated speech analytics solutions into their call centers in order to better understand call reasons,...
View ArticleCallMiner Delivers Automated Next-Best-Action Guidance Directly to Call...
CallMiner Delivers Automated Next-Best-Action Guidance Directly to Call Center ...PR Web (press release)CallMiner, the leader in speech analytics and automated quality monitoring solutions for contact...
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Don't Lose the Forest for the Trees: Turning Speech Analytics Data into Action
Speech analytics solutions, while invaluable to any enterprise looking to better manage risk and compliance or improve agent performance and contact center efficiency, can sometimes drown a contact...
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What Real-Time Quality Assurance Means for Your Contact Center
This call may be monitored or recorded for quality assurance. How often have you as a customer heard that phrase when you tried to reach someone in the contact center for your bank, your cable service...
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Bluegreen Vacations Wins 2013 Speech Technology Implementation Award
Bluegreen Vacations wins Speech Technology Implementation award for it's use of CallMiner Customer Interaction Analytics software. Using CallMiner Eureka Bluegreen increased customer satisfaction by...
View ArticleCallMiner Webinar 8/22: Real-time Speech Analytics: Essential Use Cases and FAQs
Register for this complimentary webinar to get the lowdown on the hottest new contact center technology: Real-time speech analytics for automating call monitoring. In this webinar Jeff Gallino,...
View ArticleBluegreen Vacations wins 2013 Speech Industry Implementation Award for use of...
Speech Technology Magazine's 2013 Speech Industry Implementation Award for use of CallMiner’s customer interaction analytics software, Eureka. Through the use of speech analytics, Bluegreen Vacations...
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Can Speech Analytics Un-Complicate Your Customer Interactions?
Managing the customer experience is crucial to long-term success in today’s business world and the call center is often on the front-lines of customer service. With so much at stake contact center...
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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...
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...
View ArticleFBCS, Inc. Implements CallMiner Speech Analytics
Provider in accounts receivables management reduces regulatory risk with speech analytics.
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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...
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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...
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...
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...
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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
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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...
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...
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...
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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 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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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...
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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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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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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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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.
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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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.
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