CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today it is offering Eureka Success Playbooks, an ongoing dynamic series of in-depth and ROI-focused guides that accelerate Eureka users’ achievement of business objectives. The guides are designed to help clients measure metrics such as the “customer experience” and “call center efficiency” by attaching dollars and call center statistics to them.
The Eureka Success Playbooks are based on five business values -- Call Center Efficiency, Customer Experience, Performance Management, Sales/Collector Effectiveness, and Risk & Compliance. Each playbook contains a series of relevant “plays” and their associated ROI metrics. Along with the Eureka platform and out of the box content, these step-by-step guides further strengthen the company’s focus on enabling customers to achieve new and sustainable results.
“Our training efforts at CallMiner are focused not only on how to use the Eureka solution, but also guiding our clients on how to produce repeatable and measurable ROI from various call metrics,” says Anne Dawson, Director of Customer Acceleration at CallMiner. “The Playbooks provide step-by-step guides at the beginner through advanced level which can be tailored to a client’s specific industry. We setup the Playbooks to cover the most common use cases that help clients to perform better or reduce risk while achieving quantifiable results.”
The Playbooks are designed within the well-known Six Sigma structure, each one following the same path that guides users towards new insights. The phases are:
Define - where the client gathers relevant metrics, such as cost-per-call as it relates to the specific ROI realization
Measure - determine what content (Searches, Categories and Scores) will be used in the evaluation; create and/or tune the content with specifications personalized for the client’s industry
Analyze – walks clients through how to analyze the content through the various Eureka components including Search and Agent Explorer and utilizing various Eureka features such as Topic Miner & Customer Journey
Improve - where findings are documented and suggestions are made for improvement – where the actions are taken based on the output of the analyses
Control - continuously monitor the content in order to evaluate the impact of the corrective action and calculate the ROI realization
“We’re launching these Playbooks at our LISTEN 2017 conference because they complement our agenda sessions and discussions that are geared towards maximizing speech analytics value for our clients,” says CallMiner CEO, Paul Bernard. “We’re consistently improving both our product offering and our training methods to help our clients be successful and further cement our place as the market leader in our space.”
For more information about the CallMiner Playbooks, visit https://www.listen2017.com/success-playbooks/.
About CallMiner
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in near real-time, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including seven Speech Technology implementation awards in the past five years, CallMiner customers have been recognized for unparalleled success in leveraging Eureka interaction analytics to attain their business goals and objectives. www.callminer.com.
Media Contact: Maureen Szlemp | CallMiner Marketing Director | Maureen.szlemp@callminer.com | 319-573-3312.
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