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Running Off the Leash: Cloud-based recording and voice analytics will clearly reveal the Voice of the Customer.
Author: Jeff Gallino,
Chief Technology Officer, CallMiner 2011
Abstract: A parable in the information technology industry is that the velocity of technology change enables breakthrough advances every three years. This is now true with the onset of In-Network Analytics. Using the pristine quality of VOC captured directly in the Telco network, the enterprise now has an opportunity to inexpensively and simply make conversational analytics available in real-time from a data source that is native, uncompressed and speaker separated. Whether employing an in-sourced contact center model, utilizing BPO's for outsourcing or the combination of both, the enterprise will now be conducting VOC analysis from an intelligence layer that is utterly comprehensive and provides complete consistency and transparency.
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New: Making the Grade: Using Automatic Scorecards to Improve Agent Performance
Author: Michael Dwyer,
Vice President Research and Development, CallMiner 2011
Abstract: The measure of success (or failure) of a contact center is simply the sum of the performances of each of its agents. In order to improve agent performance a contact center must find a way to affect and sustain change in the behavior of every agent, on every call. CallMiner Eureka Speech Analytics gives call centers the complete, consumable picture they need in order to positively and quickly effect change in the performance of their agents - while continuously measuring progress towards their overall goals.
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- Using Speech Analytics to Optimize Collections and Mitigate Risk
Author: Michael Ullrich,
Vice President Research and Development, CallMiner 2010
Abstract: If your collections center is making thousands of calls an hour or a day, how do you know what is happening on collector- debtor interactions?
Without listening to every conversation, you don't. In general, you don't know what you don't know. It's scary but true. With CallMiner Eureka Speech Analytics you can listen to every collector-debtor interaction without listening to every call or reviewing every chat session. More importantly, although every conversation matters, what is actually discussed in those collector-debtor interactions matters more.
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- Reduce Wrap-Up Time and Decrease Costs with Speech Analytics.
Author: Jeff Gallino, CallMiner Chief Technology Officer, 2009
Abstract: Today, more than ever, it is important to strengthen your relationship with customers. Equally compelling, contact centers are under more pressure than ever to do more with less. Unfortunately options are limited: either reduce headcount or keep headcount constant and increase workload. Neither option is very palatable. And saving money is no laughing matter. Using CallMiner speech analytics, you can significantly reduce costs and create efficiencies that will dramatically improve your entire organization. Gallino estimates that a 500-seat contact center can experience annual savings in excess of $520,000 by reducing Wrap-Up Time using CallMiner Eureka's automatic call categorization.
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Planning for Success-Nine
Guidelines & 74 Essential
RFP Questions for a Speech Analytics Selection Process
Author: CallMiner Services and Support; Marketing, 2008
Abstract: Employ these best practices to ensure your speech analytics solution delivers
actionable results quickly. If you are planning to issue a RFP, consider asking these
questions to all vendors. You will be surprised at the answers. For each section the
very important questions are in boldface type. One of nine guidelines:
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Connect the Back Office to the Front Office. Create an executive
cross-functional team
that regularly reviews the results from the speech analytics application. Management will
undoubtedly discover actionable information that requires the business to consider new
initiatives to improve business process. Sharing speech analytics results can accelerate
return on investment by driving business intelligence beyond operations or quality management
to the executive suite, sales and marketing, engineering, legal and human resources.
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Harnessing the Value of Emotion Detection
to Improve Customer Satisfaction
Authors: Michelle Craft and Shaoyu Xue, 2008
Abstract: Clearly emotion detection is vital to fully understanding a customer’s intent and ultimately to customer satisfaction. What is said during a conversation is just as important as how it is said. As a result, if your speech analytics solution relies on word spotting or search, then you
are going to miss critical data that will ultimately skew customer satisfaction scores. Emotion as expressed in voice data is absolutely essential to understanding customers and customer satisfaction.
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Another benefit of the ability to measure emotion detection is a better understanding of upsell and cross-sell opportunities. When CallMiner analyzed the emotional context of calls relating to upselling and
cross-selling offers for one prospective large financial services client,
it found that the offers were negatively affecting customers —
even though they were increasing sales. Sometimes customers are
so stressed by an upsell offer, that you are actually decreasing the customer satisfaction experience and taking away from the value
of the additional revenue. Having insight into the emotional aspects
of a conversation will allow a company to delve deeper into the data
and discover how different customer demographics respond to different upsell and cross-sell opportunities, and then determine how to optimally offer additional products and services without upsetting its customers.