• Auto draft (ACH)

    Hi,   Has anyone created a category that captures calls when customers request to be taking off auto draft (ACH)? The goal is to see the main reason the customers are requesting to be taking off auto d...
    magarcia
    last modified by magarcia
  • Has anyone taken transcripts from Speech Analytis and tried to perform Text Analytics on them

    Has anyone taken transcripts from Speech Analytis and tried to perform Text Analytics on them? We have a group within out company that is interested in trying to do Text Analytics on the transcripts from CallMiner, b...
    tamaracash
    last modified by tamaracash
  • Which approach do users find more effective for managing the CallMiner speech analytice program, centrialized or de-centralized?

    I work for a fortune 200 company and we are training our super-users on the system. We have many user groups in sales and customer service  and are trying to figure out what might be the best approach for se...
  • Our Amazing C5 Trip in Alaska

    Sometimes in life you get handed an amazing opportunity.  Our recent trip to meet with the MSO industry group C5 was such a time.  I was fortunate to join Todd Barber and Ryan Carrigan in Anchorage Alaska fo...
    richardbritt
    last modified by richardbritt
  • First Call Resolution Coaching through CM

    Howdy EO Team,   My company is working towards overall FCR increase and creating a work culture that is incentivized for helping resolve customer issues and providing best in class Customer Service.   ...
    hakbar
    last modified by hakbar
  • Changes in Latitudes... LISTEN 2019

    Take advantage of Advance Pricing - $699 for individuals, $200 discount.  After 3 years at the Opal Sands in Clearwater Beach FL, this year, CallMiner's 11th annual conference moves 2 degrees South and 2 degrees ...
    scottkendrick
    last modified by scottkendrick
  • How do your organizations support customer complaint management?

    Hey Call Miner Community- How do your organizations support your compliance departments? Other than the usual reporting none compliant behavior back to them. Other than building scorecards for different regulatory adh...
    ashleyholley
    created by ashleyholley
  • Quality Metrics that align with Net promoter or AHT

    Hey All   Throughout the past 10 years I have seen several approaches to assessing the "quality" of calls. "Quality" seems to be a largely nebulas term which seems to mean "What we as the business think customer...
    cjwilliams
    last modified by cjwilliams
  • An amazing and unbelievable sight!!!

    When cleaning out the office I found an old box of listen 2015 bracelets.  This beauty is on display in Rick Britt's office, 12800 University Drive, Suite 500, Ft Myers, Florida.  Viewing hours are Tuesday f...
    richardbritt
    last modified by richardbritt
  • Excel Shortcut Keys

    Hi EO Members,   I just thought this could be helpful for working on Excel.   Regards, Pulkit Jain     Shawn Feaser Tomas Federico Sasa Kuzmanovic Cristina Villalobos Yeliana Liman Monika Zutshi M...
    pulkitjain
    last modified by pulkitjain
  • Introducing CallMiner Swag Shop!

    CallMiner.com/swag Hi All,   I'm excited to announce that we have launched a Swag Shop to allow you to order custom CallMiner and Eureka Swag.  The shop has been in beta for several months with staff - and ...
    scottkendrick
    last modified by scottkendrick
  • I want to Pop a record specific Script

    Complete Rookie.                I supply a list to be uploaded by a team that is loaded to F9 that List includes a data value "X1:  X2"...
    rbackmann
    last modified by rbackmann
  • BOT's in Spanish UI

    Calling all Spanish Coders out there, have you come across any BOT’s (ROBO Call)? If so, are you facing any obstacles when coding them since they are spoken in English and the Spanish translation is not consiste...
    tomasfederico
    created by tomasfederico
  • Recording Disclosure for Sales Call?

    Does anyone not use CallMiner for Sales calls because of the fear of having to say the recording disclosure will annoy the customers and possibly end up with more hang-ups? Did anyone face this issue from executive ma...
    bjin890121
    last modified by bjin890121
  • I’m currently working on enhancing the category “Drop the Ball” in CallMiner build and asking for anyone best practice in doing so. Some of my searches come back with “It’s not my fault”, it’s not my problem”. Our clients are looking to why these question

    I’m currently working on enhancing the category “Drop the Ball” in CallMiner build and asking for anyone best practice in doing so. Some of my searches come back with “It’s not my fault&#...
    sherman.akins@daimler.com
    last modified by sherman.akins@daimler.com
  • f we are making outbound calls to patients and inquiring about past due balances or asking for payments (we are a vendor to the hospital in this case - so not first party) are we in violation of FDCPA regulations

    If we are making outbound calls to a patient (we are a vendor for the healthcare provider) and asking for payments on past due balances are we in violation of FDCPA regs?
    dmp
    last modified by dmp
  • Who is currently using Eureka Live or Alert?

      If you are, what telephony platform do you use? Aspect, Nuance, etc?
  • Is there a way to extract the duration into a call a phrase/word is used?

    I would like to measure at what point in a call a specific phrase or word(s) is being used to analyse the effectiveness of a process change.  i.e on average at 37second mark agent says "How many I help you"
    brendan.mccann@ontario.ca
    last modified by brendan.mccann@ontario.ca
  • WHAT CAN AI DO TO HELP YOUR BUSINESS TODAY?

    4/25/19 2:00 PM
    It’s all the buzz, but how can you sort through the hype to find out AI can really help your contact center. Join Vice President of AI Richard Britt and Senior Data Scientist Yang Liu as they break down the myth...
    rachael.royds
    last modified by rachael.royds
    WHAT CAN AI DO TO HELP YOUR BUSINESS TODAY?
    Back
  • UPDATE: Have You Registered for Our Free CX Analytics Summits?

    UPDATE: New York Date and Venue Selected   REGISTER HERE: https://callminer.com/listen-cx-analytics-summit-2019/ Coming to a city near you! - well... specifically Los Angeles (April 24), Chicago (May 7), Dallas ...
    scottkendrick
    last modified by scottkendrick