TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today that the Speech Analytics channel, sponsored by CallMiner, has been launched as the newest addition to the TMCnet Online Community program. 

The Speech Analytics Channel is designed for decision-makers within the call center space seeking information on contact analytics solutions for automating agent performance and quality monitoring. Information on the Speech Analytics Channel also addresses key use cases including how to improve sales effectiveness, drive positive customer experiences, and monitor compliance using speech analytics. Visitors to the Speech Analytics Channel can find valuable resources such as feature articles, industry news, white papers, videos, and free product trials.

The Speech Analytics can be found at: http://speech-analytics.tmcnet.com/

“CallMiner is excited about the launch of the new Speech Analytics Channel on TMCnet,” commented Scott Kendrick, VP of Marketing and Product Management at CallMiner. “TMCnet is known for providing valuable content, and we’re pleased to sponsor this forum where people can learn more about leveraging speech analytics to listen to their customers and improve their business.”

CallMiner provides the leading cloud-based conversational analytics solution for improving agent performance across all contact channels, such as voice, social, e-mail and chat, by automating performance management. Unlike complex analytics that require a sophisticated fulltime analyst, CallMiner Eureka pushes actionable insights directly to the people who need and can act on the data, whether it’s the VP who manages the contact centers or the agents themselves, to provide direct feedback on performance and identifying where improvement is needed.

“TMCnet welcomes CallMiner’s Speech Analytics channel into our Online Community program,” stated TMC President Dave Rodriguez. “CallMiner is a well-respected speech analytics solutions provider that shares our vision of advancing new technologies. Our Online Community program is a powerful Community-building vehicle assisting our partners in building their brands, while contributing to the vast array of valuable content which drives traffic to TMCnet, the most-visited communications and technology website in the world.”

CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. CallMiner’s award winning Eureka product line automates the overwhelming process of monitoring information from 100 percent of interactions – calls/audio, chat, e-mail, 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, call (781) 547-5666, www.callminer.com or follow on Twitter @callminer.

Speech analytics describes the automatic method of analyzing speech for the use of extracting critical business intelligence. Speech analytics is highly advantageous and widely implemented in call centers, where it is not only used to obtain important and relevant customer information, but to improve contact center efficiency and agent performance.

For collections contact centers as well as Accounts Receivables Management (ARM) firms, maximizing payments while staying compliant and up-to-date with today's rules and regulations is quite a challenge. It can be hard to strike a balance between the two, as poor collector performance can seriously sacrifice the state of the organization - whether it be an on-premise call center or through a third party service organization, like an outsourcer. In 2012 alone, there were over 11,000 Fair Debt Collection Practices Act (FDCPA) lawsuits filed by consumers according to consumer reporting agency, WebRecon. Now the question is: did you know that speech analytics can help truly transform the state of your collections center?

If the call center is a sports car, then agent performance is the engine revving every time a customer calls in. There's so much to consider when it comes to implementing best practices for delivering innovative, positive and customer engaging performance, and it's vital that they are not only understood, but applied.