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Release Date: Wednesday, November 08, 2017
Waltham, MA -- CallMiner, the leader in speech and customer engagement analytics, held its ninth annual LISTEN 2017 conference, October 25-27. During the event, LISTEN awards were presented to analysts and program owners whose efforts through the use of analytics had a direct impact on improving business results for their companies.

Adam McCord, Quality Analytics Manager at Bluegreen Vacations was recognized for achievements in reducing agent attrition, improving customer satisfaction by 26% and sales performance by 48%. Allyson Keown, Speech Analytics Analyst at Axcess Financial was recognized for her achievements in tripling monthly audits, reducing average call work by 37% and, most recently, for her work in identifying phishing scams with the Eureka speech analytics platform resulting in 100% decrease in fraud attempts and improved safety of their retail associates. Also recognized was a program manager from a large media and entertainment company for her leadership during the early emplementation and onboarding phases of speech analytics and for charting a path to dramatic savings in the first year. In addition, the winner of the annual Eureka API contest was awarded for a second consecutive year to Encore Capital Group for leveraging the CallMiner Eureka API cookbook who has leveraged the Eureka API to identify call event flow and predictive modeling to reduce consumer misrecognition language and dispute rates; improve script adherence, and increase consent request rates.

Other highlights from the event included keynote speakers Jay Baer who revealed the importance of identifying and using talk triggers; Joe Dudek, who spoke about Quicken Loans “Isms,” which is the set of ideals that reflect who the company and team members are, not just what they do; and Bill Price, who talked about a shift in power and the need to deliver the Me2B experiences that today’s customers demand.

LISTEN featured its traditional tracks for customer engagement analysts, executives, veterans, and newbies, delivered as presentation and round table sessions. New technologies were demonstrated by CallMiner and its partner sponsors. New to the event this year was the Great Escape Challenge which saw teams of up to eight players competing to finish the challenge in the shortest time leveraging physical clues and their call analytics skills.

“The Great Escape Challenge was a lot of fun and really challenging,” said Christine Gonzalez, HomeServe USA. “It really helped us to work together to solve the clues. It put your mind out there…very out of the box.” “We are glad to have been able to add some exciting new aspects to the conference while maintaining highly relevant and resonant content to our attendees – in both our keynotes and the breakout sessions,” said CallMiner Vice President of Marketing, Scott Kendrick. “…the majority of which were presented by organizations using and getting value from customer engagement analytics.”

“LISTEN 2017 is the best conference I’ve been to this year and the best one I’ve been to in recent memory. There is a real sense of community at this conference where people are actually asking great questions and sharing best practices because they love what they do and they are engaged with their work, said Greg Hirschi,” Otterbox.

LISTEN 2017 sponsors were: Platinum – Nuance; Gold – Aspect, Five9, and Contact Center Compliance: and Silver – FidoTrack, LiveVox, Talkdesk, Gryphon, TNC and GM Voices. All had booths in the Partner Pavilion where they had several opportunities to meet with attendees. “I was able to see several shared customers at the conference. It’s great to see them in an environment where we can talk professionally about their business and then socialize with them. That really helps to increase the level of trust in a relationship. LISTEN offers tremendous education, opportunities to share ideas with peers and learn about all the cool stuff they’re doing, and generate a lot of interest in our product. We will definitely be back next year,” said Brett Brosseau from FidoTrack.

About CallMiner
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in near real-time, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including seven Speech Technology implementation awards in the past five years, CallMiner customers have been recognized for unparalleled success in leveraging Eureka interaction analytics to attain their business goals and objectives. www.callminer.com.
Media Contact: Maureen Szlemp | CallMiner Marketing Director | Maureen.szlemp@callminer.com | 319-573-3312.
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