LONDON -- CallMiner, the leading platform provider of speech and customer engagement analytics, announced today that CallMiner and Phillips & Cohen Associates, a global pioneer in Deceased Account Management services, have been shortlisted for the ‘Best Customer Insight/Voice of the Customer Initiative’ by the European Contact Centre and Customer Service Awards 2017. The ECCCSAs are the largest and longest running awards in the customer contact industry and recognise and reward organisations that are leading the way in delivering exceptional service to customers.
The ‘Best Customer Insight/Voice of the Customer Initiative’ Award recognises organisations who have successfully implemented a robust model for collecting and analysing Voice of the Customer data. Phillips & Cohen was shortlisted for achieving significant customer experience benefits from its deployment of the CallMiner Eureka speech analytics solution. The entry showed how interaction analytics helped its call centre to drive successful customer outcomes, enhance competitive strengths and improve key metrics, by analysing 100% of customer calls to deliver a truly accurate picture of the voice of the customer.
Nick Cherry, COO, Phillips & Cohen Associates, said: “We are very proud to be shortlisted for the award. Voice of the customer feedback is a real game-changer for us as the nature of our work makes it a challenge to obtain through traditional feedback and survey methods. CallMiner Eureka provides us with meaningful trend analysis and voice of the customer measures we simply didn’t have before.”
Bob Bednar, Senior Vice President of Consumer Communication & Digital Strategy at Phillips & Cohen added, “The deployment of the Eureka speech and text analytics platform is a key aspect of our communication strategy as we seek to provide an outstanding experience to consumers across all channels. Alongside its real-time capability, the ability to analyse multiple channels of data makes it a valuable addition to our global processes.”
“We are delighted to be working with such a forward-thinking organisation, one that excels at delivering the highest standards of customer service in their sector,” said Frank Sherlock, Vice President International Sales at CallMiner. “Phillips & Cohen is displaying true thought leadership in the way they have used our technology to deliver value to their customers, clients, agents and the business,” added Sherlock.
The Winners will be announced on November 28that the ECCCSAs Award Gala Dinner.
About Phillips & Cohen Associates
Phillips & Cohen Associates Ltd. was established in the United States in 1997 and has expanded internationally building a reputation as a responsible and trusted partner to creditors around the globe. The global group includes offices in Manchester, UK, three offices in the United States including a dedicated analytics centre, offices in Quebec, Canada and Melbourne, Australia and a newly founded office in Madrid, Spain. The business has achieved national and international prominence by providing highly effective financial recovery services built around a uniquely compassionate style of customer engagement. With clients ranging from mid-sized firms to leading national and international creditor and banking institutions, the company serves the consumer credit, banking, and finance markets, as well as specialized industries including home shopping, utility, telecoms, debt purchase, local & central government.
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact centre agents and others responsible for customer engagement are empowered by insight and feedback, 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 has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.