CallMiner Customer, Phillips & Cohen, Shortlisted for 'Best Customer Insight/Voice of the Customer Initiative' by the ECCCSA 2017
(Thomson Reuters ONE) -
CallMiner Eureka interaction analytics helps Phillips & Cohen drive successful
customer outcomes, enhance competitive strengths and improve key metrics in the
contact centre.
London, Sept. 08, 2017 (GLOBE NEWSWIRE) --
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.
https://phillips-cohen.com/
About CallMiner
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. www.callminer.com.
Media Contact: Maureen Szlemp | CallMiner Marketing
Director | Maureen.szlemp(at)callminer.com | 319-573-3312.
Attachments:
A photo accompanying this announcement is available
at http://www.globenewswire.com/NewsRoom/AttachmentNg/2a49c920-de07-
4f7c-8c7b-58d1ea27559b
Maureen Szlemp
CallMiner
3195733312
maureen.szlemp(at)callminer.com
This announcement is distributed by Nasdaq Corporate Solutions on behalf of Nasdaq Corporate Solutions clients.
The issuer of this announcement warrants that they are solely responsible for the content, accuracy and originality of the information contained therein.
Source: CallMiner via GlobeNewswire
Datum: 08.09.2017 - 10:00 Uhr
Sprache: Deutsch
News-ID 559256
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Kategorie:
Business News
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