• 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
  • Hello I am currently working on enhancing the Empathy catagory in Call Miner and ask can anyone offer best practices in doing so? What about acoustic measures? Our company is supportive in using a conversational approach to customer calls. Thank you

    The category build currently uses lots of I understands, I am sorry, I apologize. Hits are extremely low. Please offer suggestions that I can use in the build and any other helpful information. Thank you.
    olivger
    last modified by olivger
  • 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
  • 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
  • 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
    created by pulkitjain
  • 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
  • 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
  • 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?
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  • 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
  • Great Leadership is a Rare Thing

    As our careers progress we get to work for a variety of people.  In the entirety of a career we typically enjoy a spectrum of leaders, some we may enjoy a more than others.  Some we learn from by example, an...
    richardbritt
    last modified by richardbritt
  • Suzy Riggins is retiring, for the last time!

    If you had an opportunity to work with Suzy Riggins I’m sure you enjoyed the experience as much as I have.  I am happy for her, yet sad to say, today is her last day with us at CallMiner.  From now on ...
    richardbritt
    last modified by richardbritt
  • NACM Southwest welcomes Transportation Revenue Management Group

    4/7/19 9:00 AM
    Transportation Revenue Management  About the Transportation Revenue Management Group NACM Southwest is proud to host the Transportation Revenue Management Group (TRMG). NACM Southwest is a trade association de...
    barbchandler
    last modified by barbchandler
    NACM Southwest welcomes Transportation Revenue Management Group
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  • CXPA Insight Exchange

    5/15/19 11:00 AM
    What is the U.S. Insight Exchange?  The CXPA Insight Exchange is the only CX event by members for members and is unlike any other CX event you’ve attended. Whether or not you’re a member of the Custom...
    barbchandler
    last modified by barbchandler
    CXPA Insight Exchange
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  • CX Analytics Summit, a LISTEN Road Show - Dallas, TX

    5/22/19 8:00 AM
    Dallas May 22, 2019     The CX Analytics Summit arrives into the heart of Texas, where a vibrant Speech Analytics community grows within the city’s extensive technology ecosystem.      ...
    barbchandler
    last modified by barbchandler
    CX Analytics Summit, a LISTEN Road Show - Dallas, TX
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  • CX Analytics Summit, a LISTEN Road Show - Chicago, IL

    5/7/19 8:00 AM
    Chicago May 7, 2019     The CX Analytics Summit arrives in Chicago, home to historical Wrigley Field and many progressive forward thinking engagement professionals.         The Venue...
    barbchandler
    last modified by barbchandler
    CX Analytics Summit, a LISTEN Road Show - Chicago, IL
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