FORT MYERS, FL (August 22, 2013) — CallMiner, the leader in speech and voice of the customer analytics solutions for contact centers, has announced that Bluegreen Vacations, a timeshare sales, marketing, and resort management company, has been awarded Speech Technology Magazine’s 2013 Speech Industry Implementation Award for use of CallMiner’s customer interaction analytics software, Eureka.
Through the use of speech analytics, Bluegreen Vacations is able to turn data from its customer conversations into action. Monthly reports highlight the top reasons for calls, identify repeat callers, and provide a detailed analysis of overall service performance levels, which in turn are used to lower call volume, increase payment collections, and improve first contact resolution and operational efficiency. After implementing speech analytics, Bluegreen has seen its customer satisfaction scores improve by 26%, in addition to a 19% increase in agent quality scores and a 48% increase in collections.
“Before CallMiner, we did not know what was said on our calls,” says Kimberly Henderson, Director of Profit Optimization at Bluegreen. “We’ve always recorded our calls, but we couldn’t capture, isolate, and measure the interactions. We weren’t able to categorize calls by type or get a pulse on what kind of feedback or discussions were talking place on the front lines with our customers.”
“We congratulate Bluegreen Vacations on their award and the outstanding progress they have made with our solution,” said Terry Leahy, Chief Executive Officer at CallMiner. “When a customer fully understands and embraces the power of speech analytics, it often leads to dramatic positive results.”
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 http://www.callminer.com
Scott Kendrick, 239-288-0174