FORT MYERS, FL (May 23, 2013) — CallMiner, the leader in speech and voice of the customer analytics solutions for contact centers, and Bluegreen Corporation, a leading timeshare sales, marketing and resort management company, today announced that Bluegreen, Club Services, Indy, has awarded its 2012 Associate of the Year award to Adam McCord for his use of CallMiner’s customer interaction analytics software, Eureka.
Bluegreen has leveraged CallMiner’s speech analytics solution to gain better insight on customer behavior and improve multiple areas of operations. Monthly reports highlight top call reasons, repeat callers, and overall service performance. Adam is able to use the data compiled by CallMiner Eureka to make accurate and timely recommendations on ways to lower call volume, improve first contact resolution, and increase payment collection. In addition, Adam uses the software to discover the root cause of any unusual spikes in call volume or escalations.
“Adam’s knowledge of CallMiner Eureka is extensive and he is continually looking for ways to improve our operations,” said Angela Blevins, Vice President of Club Services at Bluegreen. “This year we were able to successfully track 100% of owner calls into our contact center. It gives us great confidence to make business decisions based on data from every customer contact, not just a sample.”
“We congratulate Adam on his award and his recent CallMiner Business Intelligence Analyst certification,” said Scott Kendrick, Vice President of Marketing and Product Management at CallMiner. “Having a driven and skilled analyst is a key component of making speech analytics a success at any company.” CallMiner offers advanced certification courses on a quarterly basis at its headquarters in Fort Myers, Florida.
About CallMiner CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. CallMiner Eureka automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, visit www.callminer.com or follow on Twitter @callminer.
About Bluegreen Corporation Founded in 1966 and headquartered in Boca Raton, FL, Bluegreen Corporation is a leading timeshare sales, marketing and resort management company. Bluegreen manages, markets and sells the Bluegreen Vacation Club, a flexible, points-based, deeded vacation ownership plan with more than 160,000 owners, over 59 owned or managed resorts, and access to more than 4,000 resorts worldwide. Bluegreen also offers a portfolio of comprehensive, turnkey, fee-based service resort management, financial services, and sales and marketing on behalf of third parties. For more information, visit www.bluegreencorp.com.