CallMiner's 6th Annual User Conference Highlights the Importance of Positive Customer Engagements and Feedback in the Contact Center

BOSTON, Nov. 21, 2014 /PRNewswire/ -- CallMiner (http://www.callminer.com), the leader in speech and voice of the customer analytics solutions for contact centers, announced today the successful completion of LISTEN 2014, CallMiner's industry-leading event for contact analytics. The conference, which took place from November 3-5, 2014, included customer presentations, analyst workshops, and keynote speeches from Don Peppers of Peppers & Rogers Group, Jessie Skibbe of KirkpatrickPrice, Donna Fluss of DMG Consulting, and John Bedard of Bedard Law Group. 

Over 150 contact analytics professionals including senior quality, compliance, customer care, and contact center executives were in attendance to hear presentations from users, thought leaders, and product experts in over 20 unique sessions.  In addition, several users received awards for excellent use of CallMiner speech analytics.  Charles Felsberg, Auditing Manager at AMCOL Systems was recognized for using CallMiner to accurately measure quality, CSAT and compliance. Collin Rainey, Voice Analyst at Defender, was recognized for his work on driving improved sales and customer experience with speech analytics.

"LISTEN 2014 provided me with the invaluable opportunity to learn more about the impacts of speech analytics on the customer experience from other peers and experts using CallMiner," said Laura White of The Results Companies. "It brought a fresh perspective to a tool we use daily," added Rhonda Ludbrook of Mercedes Benz Financial Services.  "By attending the conference I gained 'quick wins' that I will now be able to implement immediately."

Other quotes from customers about the event:

"LISTEN 2014 was an awesome event, sponsored by a fun, exciting and innovative company, CallMiner"
Trent Haynes, BNY Mellon - Pershing

"Informative. Insightful. Chock full of valuable content and meaningful networking."
Alan Escobar, Infinite Energy

"LISTEN 2014 was much more than I expected.  The sessions, networking and opportunities to guide product development were un-paralleled."
Richard Britt, Encore Capital Group

"LISTEN 2014 provided insight on not only how to listen to our customers, yet a roadmap for continuous improvement."
Joanne Segarra, TeleTech

"The conference was informative, interesting, engaging and captivating.  World-class."
Sean Escobar, USCB America

About CallMiner

CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner's Eureka product portfolio automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.

SOURCE CallMiner

Related Links

http://www.callminer.com

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