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Acoustic Anomaly or Troubling Trend?

Collector – September 2018 – Cover1 COLLECTOR 09.18 Industry News from ACA International Hitting a High N ote Insig h ACA ts and ex Inter & Ex natio perienc po in es n Nas al’s 201 pulled hvill fr 8 Co e. nven om tion 16 Celebrating ACA Award Winners 24 Meet Your 2018/19 Board […]

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Infographic: Avoidable consumer churn costing Brit businesses billions

New research reveals an accelerating switching epidemic that’s costing British businesses £25 billion per annum. The study, by CallMiner found that after price, the next three reasons to switch are all related to being treated unfairly. This is counter to the British sense of fair play and falls foul of a primary need neuroscientists say is […]

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Using Interaction Analytics To Push Agents To The Top Performance Stage

Both new and tenured supervisors and managers are eager to transform their staff into efficient workers who understand the business and how to drive revenue. To reach these lofty goals, these managers should understand how workers fit into the four “performance stages.” And they need to understand the tactics they can use to push staff […]

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Sitel Wins Implementation Award for CallMiner Technology

Speech Technology magazine recognizes Sitel’s implementation of speech analytics with early business results. Manila, Philippines — Sitel, the BPO subsidiary of Sitel Group, one of the world’s largest customer experience companies, was honored with the Implementation Award by Speech Technology magazine for achieving significant business benefits from its deployment of the CallMiner Eureka speech analytics solution […]

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What is Collection Analytics?

Debt collection companies are now turning to speech analytics in order to help them reduce delinquencies and mitigate losses allowing businesses to maximise their accounts receivable recovery. Collection analytics aids to understand customer preferences and behavior patterns, which in turn helps in developing better collection strategies. Collection strategies are primarily needed to improve productivity. It […]

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Perfecting Social Media Customer Care and 3 Big Mistakes to Avoid

Customers in 2018 expect immediate customer service via their preferred channel. This, of course, means readily available chat, email, or phone, but also social channels such as Twitter and Facebook. They want real two-way communication via these social channels, not auto-responses that don’t address the problem. These aren’t just platforms to share complaints and suggestions, […]

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White Paper: The CallMiner Index – Consumer switching by sector, the reasons and the impact of call centres

6th Aug 2018 67 Next 67     CallMiner surveyed 1,000 people to find out how/ why consumers contact suppliers and how they were feeling when they contacted. Read more to find out how the results uncovered a switching epidemic – and that call centres play a pivotal role. White Paper written by: […]

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12 Ways to Increase the Take-Up of Digital Channels

828     Our panel of experts share how they would increase take-up of digital channels, without forcing the customer’s hand. 1. Have a Clear Proposition There are many routes to increased digital engagement. Five immediate suggestions might include: Not over-promoting your voice channel Embedding self-service as part of your customer onboarding process […]

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Keep Your Call Centre At-Home Agents Focused

120     Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least […]

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CallMiner Introduces New Real-Time Analytics Client Service Platform – RTInsights

New interaction analytics modules will provide customer intelligence using the Eureka platform engine. Customer engagement and speech analytics platform provider CallMiner announced at Customer Contact Week 2018 that they are launching the new CallMiner Eureka platform and 5 new analytics modules: Analyze, Coach, API, Redact, and Alert. The modules are powered by the Eureka data […]

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Avoidable customer churn costs UK businesses £25 billion in lost revenue says new report

New research reveals that British businesses are driving customers away for completely avoidable reasons. And it’s costing them billions. In fact, a conservative estimate of the price of switching is £25.05 billion per annum. The report features survey responses from 1000 UK adults who had contacted a supplier in the last 12 months. Entitled the […]

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How SiriusXM Uses “Deep And Dirty” Customer Insights To Improve Its CX

If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand – and how to fix any problems – you need to dig deeper. You need a robust, ever-evolving analytics program. SiriusXM is fervently committed to […]

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From Collector: Achievement Unlocked

Corporate gamification tools are designed to solve a very basic problem: How can you take something that’s typically pretty boring and repetitive, like compliance training, and make it engaging and fun? Games are not a new concept in the accounts receivable management industry—agencies have been using contests to motivate collectors for decades. But today’s technology […]

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CallMiner Eureka Starter Now Available on AWS Marketplace

CallMiner, a provider of speech and customer engagement analytics, has announced its CallMiner Eureka Starter solution is now available on Amazon Web Services (AWS) Marketplace, making it easier for customers to find, compare, and immediately start using the software.Eureka Starter is an entry-level speech analytics offering built on CallMiner’s Eureka engagement analytics platform.Starter is available […]

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5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb […]

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New Forrester report: ‘Speech analytics has found its voice with AI’

Some of us remember a time when devices were not able to respond to what you said verbally, although that now seems a long time ago. Behind all these suddenly loquacious machines, of course, are smart analytics that translate speech into text, text into intent and intent into appropriate responses. To sort out these new […]

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The Rise Of AI-Fueled Speech Analytics: Key Takeaways from Forrester's New Wave

Top emerging technologies for the future of marketingSort through the hype around AI, chatbots, and extended reality. Watch the webinar replay    The recently published report, “The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018” report identified the 11 most significant players in this market: Aspect, CallMiner, Clarabridge, Cogito, Genesys, Invoca, Mattersight, NICE, OpenText, Tethr, […]

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Debtors Should Be Careful As Debt Collectors Develop 21st Tactics

From cooing avatars to Ringless voicemails, debt collectors are increasingly adding high-tech strategies to increase payment from people behind on bills. Debtors need to stay on guard. New techniques are currently being employed that make previous strategies of irritating letters and real phone calls no longer necessary. These new methods cut down labor costs and […]

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Leading Independent Research Firm Recognizes CallMiner as Having the Most Advanced, Enterprise-Ready Speech Analytics Functionality

CallMiner Named a Leader in AI-Fueled Speech Analytics and Receives Highest Number of Differentiated Ratings in Analysis of Current Offering and Strategy Waltham, MA – June 25, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, today announced that the company has been named a Leader in the report “Forrester […]

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