Scott Kendrick

Vice President of Strategy

Scott has 20 years of experience in software product management, design, and marketing for everything from shrink-wrap consumer applications to enterprise cloud solutions. He introduced the tagline “Listen to your customers – Improve your business” which is both something he passionately embraces in marketing and product management, and how he articulates the benefit CallMiner Eureka brings to market. Prior to CallMiner Scott was Sr. Director of Global Product Management at MIVA (an internet search marketing company), and Director of Product Management and Marketing for the New Ventures division at Corel Corporation (makers of personal and business software CorelDraw® and WordPerfect®). Scott holds a BScE in Civil Engineering from Queen’s University (Ontario, Canada), and is certified in Pragmatic Marketing and SCRUM.

Authored Posts

The Beginner’s Guide to Speech Analytics Technology

An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.

Experts Weigh In: What’s the Best Way to Improve Your Call Quality Monitoring?

To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find ou...

LISTEN 2019 Keynote Speakers Lineup Announced!

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019.

The True Path to Measuring Customer Sentiment Through Speech Analytics

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC trackin...

Congratulations to the 2018 LISTEN Awards Winners

Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.

5 Keys to PCI Compliance in the Call Center

How can call centers remain PCI compliant and instill customer confidence that data is being protected? Here are 5 key ways:

Why You Should Add Predictive Analytics to Your CEM Toolbox

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

7 Tips for Providing Exceptional Customer Experiences

How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read mo...

How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer?

5 Things You Didn’t Know About Voice Analytics Technology

Voice analytics technology may offer considerable business benefits, but many organizations simply don’t know much about it. Here’s a look 5 unknown f...

What’s the Best Way to Manage and Empower Call Center Agents?

Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more.

What Are the Benefits of Interaction Analytics in the Contact Center? [Resource Guide]

Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest reso...

How to Enrich Customer Interactions: 3 Actionable Tips

Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optim...

5 Tips on How to Improve Customer Engagement in the Contact Center

Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read ...

How Customer Engagement Analytics Can Improve the Customer Experience

Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in Ca...

What Can Call Centers Do to Prioritize the Customer Experience? [Resource Guide]

Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.

5 Must-Read Research Reports on the Customer Experience in 2015

Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.

How to Reduce Stress in the Call Center Environment: Checklist

Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech a...

How Sentiment Analysis & Social Listening Can Improve the Customer Experience

How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysi...

Speech Analytics: A Game-Changer for Immediate & Relevant Agent Coaching Opportunities

How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.

3 Ways Outsourced Call Centers Can Improve the Hiring and Onboarding Process

Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the rig...

Improving “Avoidance” Behavior to Reduce Absenteeism

What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.

Big Picture: What Is Contact Center Analytics?

Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more.

5 Reasons Your Call Center Should Be Using Cross-Channel Interaction Analytics

Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.

4 Customer Experience Questions Your Contact Center Must Answer

There’s no one-size-fits-all approach to delivering a positive customer experience, but asking these 4 questions can help you get started.

Say What? 3 Ways Sentiment Analysis Can Help Uncover Your Brand’s Reputation

What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reput...

How Can Contact Center Analytics Help Agents Improve Performance?

Contact center analytics evaluate agent performance in real time, leading to improved performance across a variety of areas. Here’s a look at how.

3 Ways to Increase Agent Job Satisfaction in the Call Center

Attracting & retaining the right kind of talent in the call center can be a tricky business. Here are 3 steps to increase agent job satisfaction.

Key Benefits of Speech Analytics for Postsecondary Education (CallMiner Examples)

Enrollment at for-profit institutions makes up 12% of all postsecondary students. Here’s how speech analytics can help your call center drive complian...

3 Quick, Easy Ways to Diffuse a Customer Call Gone Wrong

What are some of the best ways for call center agents to diffuse customer calls gone wrong? Here’s a look at 3 best practices.

5 Ways to Deliver Constructive (and Motivating) Feedback to Your Sales Team

Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience.

How to Provide Multi-Channel Customer Support in Today’s Digital Era [Resource Guide]

CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.

3 Reasons Why It’s Important to See Results from Speech Analytics – and Fast

Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!

Speech Analytics for Collections: Why Is It Important?

Speech analytics for collections can eliminate call center compliance risk, improve agent performance, and increase recovery rates. Here’s a closer lo...

3 Key Questions to Ask When Identifying Your Customer’s Persona

Researching customer personas can ensure the customer experience caters to an individual’s wants and needs. Here are 3 key questions to ask to identif...

4 tips to consider for your quality call monitoring

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.

The Importance of Analyzing Customer Conversations with Speech Analytics [Resource Guide]

Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more.

13 Things You Didn't Know About Speech Analytics

Think you know a lot about speech analytics? Take a look at our list of 13 things you might not know…

News Coverage

3 Ways Conversational Insight Can Unlock a Positive Patient Experience

January 28, 2022 by Scott Kendrick, Vice President of Strategy

Making sense of structured and unstructured patient interaction data takes dedication and the right technology solutions. When those things come together, the insights gleaned from patient conversations within the contact center can unlock a better patient experience. VP of Strategy, Scott Kendrick, [...]

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Is Automation the Secret to Positive Care in Healthcare Contact Centers?

January 12, 2022 by Scott Kendrick, Vice President of Strategy

Scott Kendrick, CallMiner's VP of Strategy, explores how automation will emerge as a critical tool to help healthcare organizations navigate a complex environment in this byline for Healthcare Call Center Times.

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