Waltham, MA – Nov 11, 2016 — CallMiner, the leader in speech and customer engagement analytics, held its eighth annual LISTEN conference November 2-4, 2016 – the largest gathering of users and customer engagement professionals including more than 160 first-time attendees.
During the event, awards were presented to analysts whose efforts had a direct impact on improving business results for their companies through the use of customer engagement analytics. Those recognized were:Thomas Peroutka Jr, Business Analyst at Americollect; Pulkit Jain, Deputy Manager of Business Information at Encore Capital Group; and Christine Gonzalez, Quality Analyst at HomeServe USA.
In addition to these awards CallMiner held a contest for the best use of the Eureka API to extract intelligence from the platform and fuel 3rd party application or big data use cases and workflows. The winner of this year’s award was Encore Capital Group, for their use of the API to extract data for predictive modeling driving substantial impact to revenue.
Other highlights from the event included keynote speaker, Shep Hyken, who worked magic into his talk on the importance of infusing “moments of magic” into the customer experience. “Shep Hyken’s talk was awesome,” says Mike Hull, Director of Business Analytics from Trade Global. “The speaker was fun and he made us think.”
President and CEO Terry Leahy, Founder and CTO Jeff Gallino, and VP of Marketing Scott Kendrick opened the conference by sharing their vision of where customer engagement technology is headed in our mobile and connected world and CallMiner Director of New Products, Rob Kassel, introduced attendees to the new CallMiner app exchange, EurekaXchange now available on EngagementOptimization.com (EO).
“The Eureka Xchange will take the user forum on EO to a whole new level,” says Lynsie Sutton, Business Project Manager at Navient. “Being able to load categories and scorecards into the system very quickly is just amazing.”
There were several opportunities for attendees to network with their peers and CallMiner team members throughout the event. “The connections that you make by networking at LISTEN are extremely valuable,” Sutton says. “There are people who have been using the system much longer than us and it was great to be able to talk to them and have them share how they are using the technology to address their business challenges.”
New this year were advanced and fundamental tracks and a relational learning rountable track which were added based on input from last year’s attendees. “I really like the format this year, I think we had a part in recommending it,” says Shawn Feaser, Manager, Business Information Analytics at Encore Capital. “With all the growth in the client base we were able to get a lot out of the advanced sessions and it was great to speak at some of the fundamental sessions and roundtables to help guide the newcomers in accelerating their success.”
Popular sessions in the demo theater included: Advancements in Speech Recognition and Speaker Separation, The Future of Predictive Analytics, and the Product Planning Discussion.
Exhibitor partners at the event were Listening Methods, Aspect, Five9, Snowfly, LiveVox, FidoTrack, Steel Magnolias and Nuance. Attendees visited with these partners during networking events, meals and session breaks. “The traffic at our booth was non-stop. We talked to customers, partners and even a couple of attendees that are not yet CallMiner customers. They said this event put them over the edge. CallMiner has great products, fantastic people and the event really makes you feel connected. LISTEN is a slam-dunk, must-be-at event,” says Brett Brosseau, President of FidoTrack.
Here are some additional comments on the value of LISTEN 2016 from attendees.
“LISTEN 2016 had been an amazing experience. Everyone has been so welcoming. It’s been very informative and the energy has been wonderful. When we got here CallMiner said that they wanted this to be the best conference we’d ever been to, and it definitely was. I’m already planning for next year,” says Shaunta Holmes, Training Manager from Nationwide Credit Corporation.
“This is my fourth LISTEN conference, says Mike Hull, Director of Business Analytics from Trade Global. “It’s the interactions with other customers and the entire CallMiner team that I find extremely valuable. At one of the networking events the product development team came up to me and asked what I want to see next. To have CallMiner say yes, we can do that or have them introduce me to another customer who is already doing it with the system, I’ll always come back, just for that.”
“This was my first time attending the LISTEN conference,” Jain says. “I traveled from India to attend the conference and thought I’d be in a silo since nobody knows me. But when I arrived here, I found out that many of my peers knew me from the CallMiner community, EngagementOptimization.com. They have seen my posts and questions and they wanted to talk to me. I learned a lot at LISTEN 2016 and it was great fun.”
“This is my first LISTEN, says Nikki Noyes, Director of Compliance at Stoneleigh. “I’ve had a lot of people, not just CallMiner users but others in the industry say, ‘You have CallMiner? Do you go to LISTEN?’ I’ve learned so much here. I think it’s great learning from your peers about their business challenges and how they are addressing them with CallMiner engagement analytics.”
“As always, CallMiner has put on a great conference, that continues to exceed my expectations. I can’t wait to get back to my company to use what I have learned,” says Doug Lutz, Systems Analytst at Great Lakes.
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in real-time, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology implementation awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. www.callminer.com.
Media Contact: Maureen Szlemp | CallMiner Marketing Director | Maureen.firstname.lastname@example.org | 319-573-3312.