Leahy will Illustrate How Eureka Unified Analytics Enables Direct Access to 100% Voice of the Customer (VOC), while Halloran, a Pershing Quality Executive, will address the use of Eureka Speech Analytics to Automate Quality Scoring
LAS VEGAS – June 14, 2011 . — CallMiner Inc., the industry leader in speech analytics announced today that Terry Leahy, CallMiner’s President and Chief Executive Officer, will be delivering a keynote address at Call Center Week in Las Vegas on Wednesday, June 15, 2011, at 4:45 p.m. PDT.
In prepared remarks, Leahy said, “A fact-based, 100% VOC solution is an infallible path to driving measureable Continuous Process Improvements (CPI). CallMiner Eureka succeeds in providing enterprises a massively scalable, inexpensive and automated solution to capture the VOC. With CallMiner’s new Cloud-based Interactive Session Recorder (ISR) deployment, enterprises will have direct access to and benefit from their most valuable asset, the voice of the customer.”
Joining CallMiner’s Leahy will be Jim Halloran, Vice President of Quality for Pershing LLC, a BNY Mellon company. Halloran’s presentation is titled: “Making the Grade, how Pershing is using Speech Analytics to Automate Agent Scorecards,” and it will detail why Pershing decided to implement speech analytics, how evaluating 100% of agents improves performance, how automating scoring removes evaluator’s inconsistencies and provides timely feedback to improve coaching.”
To schedule an appointment with Leahy at Contact Center Week please call (239) 689-6463, ext. 2.
CallMiner is the leader in speech analytics. CallMiner Eureka enables organizations to hear and act on the true voice of their customers as captured in contact center conversations. Eureka speech analytics automates the overwhelming process of extracting information from customer calls uncovering consistent and reliable information about customer demands, market trends, how well agents are meeting their service needs and more. This timely business intelligence can be leveraged by enterprises to improve customer service and sales, reduce the cost of service delivery, and identify areas for process improvements. CallMiner’s customers realize improved customer retention, higher first call resolution, greater agent and supervisor productivity and lower quality assurance costs. For more information on speech analytics, please contact CallMiner at (239) 689-6463 or visit callminer.com.
CallMiner®, CallMiner Eureka!®, TopicMiner®, and Tireless Supervisor® are registered trademarks of CallMiner, Inc.