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 based on the logo'd shirts, hats, and other items I'm seeing around the office - the shop is a hit! Rolling out CallMiner and looking to… Show more
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 from 1:25 am until 1:30 am, or by appointment. If there is enough demand it may make an appearance at listen 2019, and even be available… Show more
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 Mike Hull Mayank Nanda Richard Britt Felix Lepa Bruce McMahon Lauretta Campestre Allison Corley Cristopher Kuehl Christine Gonzalez
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 service should be." But many times when you hold quality scores up to net promoter scores or even average handling times there is either… Show more
Hi Bin Jin, I did create a recording disclosure, but that only needs to be mentioned by agents on Outbound calls to the customer. Our IVR system already informs the customer that the call is being recorded when they call into our call center. The recording disclosure pretty much uses phrases such as "call being recorded" OR "recorded…
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.
hmmmmm…. Gerard Oliver such a good question... I was looking through some of our Machine Learning stuff. We have spent a decent amount of time looking at sentiment and emotions, but have not really focused on "empathy". The answer I would offer is a question, when do you want to hear empathy, and when don't you? Empathy is only helpful if it…
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" into Persona On the F9 screen connect to a person and value change I want to invoke a launch of a (HTML or PDF or Website undecided) that provides talking points ot a X1 persona or for a x2 persona. … Show more
It sounds like what you are asking for could potentially be achieved with Eureka Alert however, since the screen pop you are suggesting is not driven by speech (content of the conversation) this is likely something you'd have to discuss with Five9. Also, at this time we don't have a real-time integration between Five9 and CallMiner, but it's…
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 consistent? How are you overcoming these obstacles? thanks, Tomas Cristina Villalobos
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 management? Feedback is much appreciated.
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”, it’s not my problem”. Our clients are looking to why these questions are being ask by our customers. Your feedback is welcome.
Good morning sherman akins, In this situation it sounds like Search QA may be helpful to be able to determine both the reasons for why people may be dropping the ball, as well as switching it up and creating a search based on those reasons to then find out other ways people may be responding. For example, if you run your Drop the Ball search in…
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?
If you are, what telephony platform do you use? Aspect, Nuance, etc?
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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"