LISTEN – a CallMiner Eureka Business Process Outsourcer Discussion

By John Kullmann

As a strategic partner, Macrosoft was very pleased to participate in the CallMiner annual LISTEN conference #LISTEN2019 held in Hollywood, Florida this November. One of the important discussions I attended was a round table exchange of Business Process Outsource experts. 

We had a lively perspective; our first topics covered the difference between scoring a “conversational” recording versus a “scripted” recording. Scripted conversations are much simpler as you look to check key phrases and elements such as disclosure statements. A much more artistic approach is required when using the CallMiner incredibly powerful tools and technologies to enable companies to create a scorecard of the customer that provides directional data from a free-flowing conversation.

During the session it quickly became apparent that new clients are often best suited to start with a proof of concept to demonstrate value to the business.  Easy low hanging fruit for a PoC includes quality assurance automation. This allows clients to quickly quantify the benefit of using this powerful technology of CallMiner.

Another important discussion was around call center employee turnover which averages 30% to as much is 60% annually. CallMiner has focus on how to improve agent retention. It was agreed that a happy, successful agent does not quit. 

CallMiner has plans in place to build analytics that help companies ensure they pick the right person for the job. In conclusion, speech analytics certainly is not 100% but internal human based quality assurance and other reviews are also well below 100% especially as they become distracted and don’t listen to every word the way the CallMiner suite of tools can.

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By John Kullmann | November 7th, 2019 | CallMiner

About the Author

John Kullmann Director, Special Projects, Macrosoft

John Kullmann

John is the Director for Special Projects at Macrosoft. In that capacity, he works with new and existing clients to clearly understand their requirements and translate them for the software development teams. John has extensive experience in Six Sigma, Lean Engineering and managing international operations. His background has allowed him to be responsible for ensuring ongoing client satisfaction. John consistently provides excellent customer service, ensuring the highest quality.

John is a frequent speaker at industry events and is the Chairman of the Morris County Chamber of Commerce Tech Talk Forum.

Though John always takes his work very seriously, he does not take himself so serious. Outside of work, John sits on the Board of Directors for Family Nature Summits. Additionally, he plays tennis and enjoys every outdoor activity.

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