Robert Stanley

Director of Marketing Operations

Robert Stanley is the head of Marketing Operations at CallMiner. He is a Marketo Certified Expert with 12+ years experience in online lead generation, marketing automation, and CRMs. He has a strong background in digital marketing optimization through leveraging information and data about leads and website visitors.

Authored Posts

How Contact Center Agent Self-Assessment Improves Results

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customer...

Growth of Conversational Commerce

Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses wh...

Getting to the Root of Displeasure

Managing a large number of complaints or repeat callers, it is costly to businesses in the way of financial resources and agent productivity.

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

7 Tips for Keeping Agents Happy

No matter what industry you serve, one thing is certain; call centers can’t deliver a positive customer experience without the right agents in place.

Contact Center Customer Experience Best Practices

This post will help you zero-in on those technologies and best practices proven to produce Customer Experience results.

16 Examples of Artificial Intelligence Across 6 Industries

Artificial intelligence (AI) is about to transform every segment of our economy.

Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these ...

A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer serv...

RFPs for Speech Analytics: Asking the Right Questions

When you want to hear what your customers truly have to say, you are on the path to transforming your business.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But...

What is Artificial Intelligence (AI)? A Definition of Artificial Intelligence, Challenges and Benefits of AI, and More

Artificial intelligence (AI) gives machines the ability to learn from experience as they take in more data and perform tasks like humans.

Top Marketing Analytics Presentations

For all of the benefits of using marketing analytics, many companies and senior marketing executives continue to struggle with implementing marketing ...

NPS Scores and CX Scorecards: Is Your Survey Data Telling the Whole Story?

Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience. But relying on this data alone fails to paint the...

What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices

QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflec...

What Are Customer Satisfaction Rating & Importance Scales? Challenges and Best Practices for Using Customer Satisfaction Rating & Importance Scales

As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the custo...

Cloud vs. On-Premise Call Centers: Key Differences, Benefits, and More

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer...

What Is Escalation/Incident Management? Prevention, Challenges, and How Real-Time Monitoring Can Help

Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ call...

Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More

Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that c...

What Are Call Center Industry Statistics in 2017? Here’s what you Need to Know.

Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.

What is Service Delivery Optimization?

This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact c...

How to Measure & Improve Call Center Average Speed of Answer

Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resol...

The New Significance of SIM Scores for UK Water Companies

With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

What is Omnichannel Customer Engagement?

Omnichannel customer engagement best practices and solutions empower companies to deliver consistent, personalized customer experiences.

Streamlining Contact Center Processes for More Effective Use of Human Resources

Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.

Top Customer Experience Podcasts: 50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers

We’ve rounded up 50 of the top customer experience podcasts so you can spend more time listening to industry thought leaders and less time searching.

What is Customer Journey Mapping? How It Works, Challenges, Benefits, and More

Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes.

The Most Important Algorithms for Marketing Data Analysts to Understand

Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day

What are Database Marketing Metrics?

Database serves as the central, shared source of customer and prospect information which can be used for a variety of business purpose.

Top Marketing and Analytics Podcasts: 50 Informative, Entertaining Podcasts on Marketing and Analytics from the Most Influential Podcasters and Industry Experts

We’ve put together this list of 50 top marketing and analytics podcasts to make the search a bit less painful for you.

Top 5 Metrics for Measuring Customer Satisfaction

In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfa...

What are Interaction Analytics?

The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf.

ROI from your investment in speech analytics? Absolutely!

While there is no “easy button” to deploy speech analytics, contact center stakeholders should absolutely expect a return on investment when the syste...

CX Data Analysis: Data That Delivers Exceptional Customer Experience

When you don’t deliver what your customers’ want, the customer experience is less than desirable. CX Data Analysis is incredibly valuable.

What is Contact Center Efficiency?

there are two factors that consistently have a major impact on customer satisfaction, and therefore on your overall efficiency: talk time and handle t...

What is Business Intelligence? How it Works, Best Practices, Tips, and More

Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store.

What You Can Learn from Netflix About Big Data & Customer Engagement

There are many lessons contact center professionals can take from Netflix.

41 Marketing and Sales Experts Reveal the Most Under-Utilized Way to Capture the Voice of the Customer and How to Better Leverage It

To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.

ACI Partners with CallMiner to Deploy Speech Analytics Company wide

American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launc...

What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Voice analytics are the use of a voice recognition tool to analyze a spoken conversation. Not only does voice analytics software translate speech to t...

Omnichannel Data & Analytics: Making Omnichannel Work

The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results.

NLP, AI & Speech Analytics in the Contact Center

Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers.

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Lever...

Call Center Ideal Call Flow Scripts: Helping or Hurting?

Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.

Customer Experience Trends to Look for in 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits o...

What is Interactive Voice Response (IVR)?

Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staf...

What is Mini-Miranda?

Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral.

3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer...

News Coverage

Ventana Research Announces 2018 Digital Innovation Awards Finalists

October 31, 2018 by Robert Stanley, Director of Marketing Operations

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. [...]

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