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I am currently working on our first agent quality scorecard and I will be building a category around agent confidence. In my conversations with our QA team they advised me they are marked agents down for using the words "looks like". Example would be, "it looks like you paid your bill on Thursday last week." or "it looks like the driver will… (Show more)
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Has anyone done a Top-Down Negotiation Score or Category? I didn't see one on here.    Did an agent ask for x before asking y before asking for z?   Although, it doesn't necessarily have to be all three. If the customer goes for x then they don't need to be scored on y or z. Would still need to know if one was skipped if needed. For example,… (Show more)
in Community Help & Feedback
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 draft. Thank you!
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, but not sure how valuable it would be since transcripts are not completely accurate. They have done Text Analytics on survey data… (Show more)
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 setting up and managing the program to gain the greatest benefit and value, should it be run as a centralized system or de-centralized system? … (Show more)
Click to view contentSometimes 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 for a whirlwind trip.  We spent two days with our gracious and wonderful C5 friends discussing the future and the MSO industry, and on Friday we… (Show more)
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.    We are starting to utilize AI/Machine Learning through Big Data for our projects for analysis but that level of insight will provide us with… (Show more)
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Click to view contentTake 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 East to the beautiful blue waters and shores of the Atlantic Ocean. This year's event will be hosted at the iconic Margaritaville… (Show more)
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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 adherence. Does anyone do anything differently? How do you support complaint management? Your feedback is greatly appreciated.
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