Call Recording Featured Article

Every business seeking long term success has a laser-like focus on providing exceptional customer service. Enthusiastic “people persons” manning a bay of phones is a start, but educating, training and coaching these agents is only the beginning of the journey. Management must create a continuous cycle of improved operations; building on call-recording, analytics and the tools at hand can not only mold their team into more than just customer service, but create a hub of customer engagement poised for years of prosperity.

CallMiner (News - Alert) has shown to be a foundational fixture in the speech analytics space. Living the motto, “Listen to Your Customers, Improve Your Business,” is more than words. The analytics solution provider offers the industry the opportunity to not only see what’s new with it, but collaborate with colleagues across the workforce optimization software space at LISTEN.

Listen 2016 runs November 2 through November 4, with the promise of providing the latest in customer engagement and journey analytics, and boasts record attendance to this year’s event. The event will play host to myriad of announcements and innovation in the space.

An area where CallMiner shines is payment card data compliance, highlighted by the CallMiner Redactor. As Scott Kendrick, Vice President of Marketing and Product Management, noted in a recent interview,  “CallMiner Redactor uses speech-analytics technology to prevent sensitive cardholder data from being recorded; call recording is automatically muted when account numbers, security codes, and other sensitive information is spoken…Because Redactor prevents you from recording sensitive payment information, calls are not in scope for a PCI (News - Alert) audit.”

Since August, CallMiner customers Encore Capitol Group and Open English have earned Implementation Awards from Speech Technology Magazine; CallMiner expanded into European markets as a result of a strategic partnership with Cloud9; and most recently announced a partnership with Five9 (News - Alert).

The value of analytics in the enterprise is immeasurable, but with adoption exploding in analytics-based solutions in this arena there is clearly ROI. Leveraged properly, contact center operations can achieve switch watch like performance, delivering exceptional service and improved engagement at every turn.