CallMiner LISTEN 2015 User Conference Gathers Customer Engagement Professionals to Share Insights and Best Practices

Shawn Feaser, Michael Leatherman, and Charles Felsberg Recognized for Innovative use of Customer Journey Analytics

Nov 05, 2015, 10:30 ET from CallMiner

BOSTON, Nov. 5, 2015 /PRNewswire/ -- CallMiner (, rated first in customer satisfaction for interaction analytics, announced today the successful completion of LISTEN 2015, CallMiner's 7th annual industry-leading event for customer engagement analytics professionals.  At this year's sold-out conference, more than 200 professionals including senior quality, compliance, customer care, and customer engagement center executives were in attendance.

The conference, which took place from October 26 – 28,  included customer presentations, analyst workshops, and keynote speeches from: Joseph Michelli, The Michelli Experience, and bestselling author who spoke about delivering world class customer service;  Rozanne Andersen, Ontario Systems, who spoke about TCPA compliance and the top five features of a world class call analytics program; and Keith Dawson, Ovum, who spoke about the formula for better customer relations and the impact of automated analytics. CallMiner also unveiled the new release of its flagship product, Eureka, at LISTEN 2015.

"CallMiner customers are industry thought-leaders and innovative users of automated analytics. They are always looking for new ways to optimize customer engagement (click to view video) and enhance the customer experience while improving operational efficiency and sales performance," says Vice President of Marketing, Scott Kendrick. "LISTEN is unique from most conferences in that 90% of the content is presented by real users of speech and engagement analytics solutions and provides practical, real, and actionable ideas that attendees can take home and implement," Kendrick continued.

During the conference, users received awards for having significant contributions to their organizations' growth and operations through excellent use of CallMiner's Engagement Analytics product line. This year's LISTEN Awards were granted to Shawn Feaser, Manager Business Information Analytics at Encore Capital, Michael Leatherman, Manager, Business Analytics for The Results Companies and Charles Felsberg, Auditing Manager at AMCOL Systems.  

"LISTEN 2015 allowed me to meet and collaborate with peers in my industry to share success and opportunities that will be invaluable to our organization's automated analytics journey," said David Rocha, Springleaf. "It helped me outline my automated analytics implementation plan with more confidence," added Trish Weaver at Springleaf.

Other quotes from customers about the event:

"LISTEN 2015 was informative, validating and reinvigorating." – Jason Stevens, MRS BPO LLC

"The conference is a must attend for anyone new to CallMiner." – Peter Nemia, DoublePositive

"LISTEN 2015 was a great experience, I left with a lot of new ideas." – Charles Starks, AFNI

"CallMiner provides so many opportunities to improve our customer journey." – David Jobe, Bluegreen Vacations

"Outstanding Event! The networking, sessions, venue and warm and welcoming CallMiner staff were all wonderful.  A great time and lots of overall value.  Well worth attending." – Christy Olson, American Equity Investment Life Insurance

"A great conference for learning and understanding the power of CallMiner." – John Kiszla, Listening Methods

About CallMiner

CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are enabled by insight and feedback in real-time, they can dramatically improve the rate and speed 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, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.  For more information, please contact CallMiner at (781) 547-5666, or visit

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