Inbound Call Experts to Deploy CallMiner Eureka Speech Analytics
Inbound Call Experts will implement CallMiner Eureka, a speech analytics solution for improving contact center performance, and CallMiner Redactor as an additional tool to maintain PCI compliance.
With the help of CallMiner Eureka, ICE plans to roll out a new quality management program for its agents. By monitoring and scoring 100 percent of phone calls, ICE will maintain high standards and agent quality while also improving call center operations. By delivering timely performance feedback directly to agents, CallMiner Eureka will enable ICE to train its representatives to solve problems faster and more efficiently while ensuring a high level of service for its customers.
"We chose CallMiner to help us take our company to the highest levels of customer retention and satisfaction. Their technology will increase customer satisfaction by putting a premium on quality assurance across all departments while making training and implementation much more efficient," said Paul Herdsman, chief operations officer and co-founder of Inbound Call Experts, in a statement.
"Inbound Call Experts fully embraces the idea of maintaining a high level of contact center performance and customer service using speech analytics," said Terry Leahy, CEO at CallMiner, in a statement. "I have no doubt that they will take full advantage of the technology to build an effective quality management program."