WALTHAM, Mass. –– CallMiner, the leading platform provider of award-winning speech and customer engagement analytics announces that Phillips & Cohen has opted to expand its use of CallMiner Eureka to support quality of service and the customer experience it provides across all existing global offices.
Phillips & Cohen, a pioneer in Deceased Account Management services, serves the consumer banking and credit industry in addition to specialized industries including financial services, healthcare, utility, education and telecom. The company selected CallMiner Eureka speech analytics because it would allow them to increase quality monitoring from 1-2% to 100% of agent/client interactions. This in turn would enable agents to improve the level or compassion and compliance -- two critically important metrics for the company.
Building robust scorecards in the speech analytics platform based on a high percentage of calls, combined with a greater level of operational oversight driven by physical call review and analytics outputs, also provides Phillips & Cohen with a true view of the voice of the customer.
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