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implementation with CallMiner, and we’ve made a lot of improvements during this time. We implemented a few new strategies with CallMiner

CallMiner Vice President of Marketing Scott Kendrick joins us on the show for an audio discussion regarding the current state of speech analytics capabilities for your credit union’s contact centers and the potential growth opportunities in 2019 based on a recent survey they conducted: Banking Churn: CallMiner UK. Some of the items we addressed included:  […]

More for CXOs Communication makes all the difference in the enterprise, especially when interacting with consumers. In fact, simply listening to your customers can completely alter your bottom line, according to a new infographic from CallMiner. In 2018, 82% of customers said they would change suppliers following a bad call center experience; but 91% of […]

Customer loyalty is almost always at risk – possibly more than you ever imagined.  More than 80% of customers say they’d dump you after one bad interaction! But it’s not all bad news: That many customers would stick with a supplier after a great interaction. Of course, you don’t want to leave that to chance […]

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. Or that senior executives are enthralled with the possibilities for enhancing products and services, automating routine tasks and improving decision-making. While organizations forge ahead with plans […]

Kindra Cooper CCW Digital Modern-day speech analytics tools are invalidating the one safeguard we had against robots taking over the world: the notion that machines can’t understand feelings. Emotionally intelligent AI analyzes customer sentiment to tell you whether you’re providing the best customer experience, but its use cases extend far beyond flagging calls as ‘good’ or […]

  Your customers have high expectations of the companies they choose to patronize. And as it turns out, only one instance of missed expectations can make customers change providers for what they perceive to be a better opportunity. In fact, according to a recent study, 82% of customers surveyed said they would switch to a […]

Advisory and Market Research firm highlights 27 finalists as Digitally Innovative BEND, OR, October 31, 2018 /24-7PressRelease/ — Ventana Research today announced the finalists of the 2018 Ventana Research Digital Innovation Awards. The Digital Innovation Awards recognize technology providers that have introduced noteworthy innovations in technology that advance business and IT. They showcase advances in […]

CallMiner has introduced Eureka Alert, a new real-time speech analytics module that brings together AI-powered automated transcription, redaction, and alerting to deliver real-time direction to contact center agents and supervisors with an eye on driving specific outcomes during a call or alerting management to issues.Alert leverages the Eureka platform’s data processing engine and is an […]

If you believe the vendors, speech transcription had significant strides and now provides human-level accuracy. I’ve evaluated the major speech analytics systems for years now and I’ve yet to see any system that consistently performs at human level. However, in most cases you don’t need human-level accuracy to provide a lot of value. Let’s take […]

For as much as you hear customer service horror stories, according to an August 2018 survey by call center tech provider Genesys, 94% of US internet users considered their last customer service experience to be positive. Additionally, three-fourths thought that a human provides the best customer service, though roughly the same number (76%) would like […]

Exploring Compliance Regulations And The Role Of Speech Analytics by Scott Kendrick, VP Marketing, CallMiner – October 23, 2018 Exploring Compliance Regulations and the Role of Speech Analytics by Scott Kendrick, VP of Marketing at CallMiner Taking risks in business involves looking at the potential reward, and then judging if you can pull it off. […]

Artificial intelligence (AI) is one of today’s most widely discussed technology topics. In fact, many of my conversations at Salesforce.com’s Dreamforce user conference in September included AI as a discussion topic, which I documented in a related post. Despite a wealth of conversations, events, and research on the topic, buyers and even some technology providers […]