Techniques & best practices for effective call summarization
Effective call summarization can make a positive difference in contact center productivity and customer service. Read this blog to learn what call sum...
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and innovation highlighted in the submissions for LISTEN Awards. It’s a challenge to select three winners with the amazing results achieved by all nominees. We love to recognize our customers in this way and allow them to share their speech analytics journey with the rest of our CallMiner users. The collaborative atmosphere of the LISTEN conference is the perfect venue to highlight their success and allow others to learn from it and take ideas back to their companies.
The winners were Quentin (Quinn) Burrell, Business Analyst at First Associates, Pulkit Jain, Manager of Business Information Analytics at Encore Capitol Group, Marvie Wright, Director of Leadership and Sales Training at Dialog Direct.
Quentin (Quinn) Burrell, Business Analyst at financial services provider First Associates, received one of the prestigious LISTEN Awards for his efforts in spearheading implementation of the automated CallMiner Eureka agent scoring system. With this implementation, the team realized impressive improvements in key metrics associated with First Associates’ business objectives such as 25% improvement in call verification and 20% increase in payment collection rates. Additionally, Quinn and his associate Matt Lurie won the inaugural Hackathon award for their leading work in developing an advanced First Call Resolution category.
FCR Hackathon winners (L) Matt Lurie and (M) Quinn Burrell of First Associates with CallMiner VP of AI Rick Britt
CallMiner’s second LISTEN Award winner was Pulkit Jain, Manager of Business Information Analytics at financial services provider Encore Capitol Group, in recognition of his groundbreaking work leveraging consumer interaction data to create robotic call simulators along with driving dramatic improvements in TCPA consent rates and 90% reduction of manual PCI intervention. The award was a culmination of the entire Encore team’s efforts in understanding consumers, their interactions and operational processes to create the code and underlying work that supports product development. Learn more about Encore’s call simulator in our webinar on AI, How Artificial Intelligence and Interaction Analytics Drive Better Customer Experiences.
(L-R) Customer Service Director Michael Hull, Encore Capital Group’s Pulkit Jain, and Brian LaRoche
The third recipient of the 2018 LISTEN Award was Marvie Wright, Director of Leadership and Sales Training at marketing and customer engagement solution provider Dialog Direct for developing and implementing their client-focused sales training program powered by speech analytics, which continues to drive sustained improvements to their sales efforts including 10% increase in close rates and 8% improvement in quality scores.
Watch this video to hear from Marvie directly and learn more about Dialog Direct’s journey and results with CallMiner Eureka:
