NAPLES, Fla.--()--CallMiner, a leading provider of speech analytics and automated performance management solutions for contact centers, announced the completion of its fourth annual Customer Advisory Board meeting. The conference included scheduled presentations from customers and partners as well as informal breakout sessions. Senior quality, customer care, and contact center staff from Mercedes-Benz Financial Services, British Gas, Southwest Credit, Saveology.com LLC, NV Energy, BlueGreen, Contact Point, and others gathered to share knowledge and discuss speech analytics best practices.
“We get a lot of great information out of this meeting, a lot of best practices and new ideas. We are excited to be here learning what others are doing.”
One customer remarked that, “We get a lot of great information out of this meeting, a lot of best practices and new ideas. We are excited to be here learning what others are doing.” The presentations focused primarily on the returns realized by implementing advanced speech analytics. One speaker identified a “75 % reduction in staffing costs by automating call scoring with CallMiner.” Another presenter highlighted that “speech analytics is transforming the way we drive first call resolution, which is currently at an all-time high.” Perhaps the most compelling story came from a director who stated that “by using CallMiner Eureka we identified a million dollars in lost revenue due to one poor performing agent within our Saves group.”
CallMiner’s Chief Technology Officer and Customer Advisory Board Member Chairman Jeff Gallino said, “We recently updated our company tag-line to ‘Listen to your customers – Improve your Business’. Our annual customer advisory board gives us an opportunity to walk the talk, listening to how our customers are using our products and where they want us to focus our resources in the coming months. Every year we are more impressed than the previous with what our growing customer base is able to achieve with voice of the customer and speech analytics.”
CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. Eureka automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.