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Are you ready to take your call center performance to the next level? With automated call center scorecards, you can analyze 100% of customer conversations across all channels, gain actionable insights, and empower your agents to deliver exceptional customer service.
Experience the future of contact center optimization with automated scorecards.
Call center scorecards have long been a staple of quality assurance and compliance analytics. Legacy quality monitoring relies on supervisors manually evaluating a small percentage of calls, often leading to incomplete assessments.
With CallMiner Eureka’s AI-powered call center scorecards, you can analyze 100% of customer interactions across voice, chat, email, SMS, and more—delivering deeper insights, better coaching, and operational efficiency at scale.
Feature: Coverage
Feature: Accuracy
Feature: Efficiency
Feature: Feedback Delivery
Feature: Training & Coaching
Feature: Compliance Monitoring
Feature: Customization
CallMiner Eureka’s conversation analytics platform transforms unstructured customer interaction data into actionable intelligence. With advanced natural language processing (NLP), artificial intelligence (AI), and machine learning (ML), CallMiner automates call scoring and quality assurance, providing:
Here’s how it works:
With CallMiner, your call center scorecard becomes a powerful tool for continuous business performance improvement.
Since 2002, CallMiner has been at the forefront of conversation analytics, transforming how businesses understand customer interactions across all channels.
Our cutting-edge platform offers the most comprehensive insights available, empowering industry leaders—from retail and financial services to healthcare, insurance, and travel—to uncover hidden trends that drive growth and spark transformational change.
With CallMiner, you get:
Don’t let manual processes hold your call center back. Unlock your team’s full potential with automated call center scorecards powered by CallMiner.
A call center scorecard is a structured evaluation tool used to assess agent performance based on key metrics such as call resolution, customer satisfaction, compliance, and communication skills. It helps managers track quality, identify coaching opportunities, and improve overall service efficiency.
Automated scorecards streamline performance evaluation by using AI and analytics to assess interactions in real time. They reduce manual effort, increase accuracy, provide consistent scoring, and offer data-driven insights that help improve agent performance and customer satisfaction.
Conversation analytics is the process of using AI and natural language processing (NLP) to analyze customer interactions across voice, chat, and email. It helps businesses identify trends, gauge sentiment, detect compliance issues, and enhance customer experience by providing actionable insights.
CallMiner uses advanced AI and machine learning algorithms to analyze 100% of customer interactions. This eliminates human bias and ensures that evaluations are based on comprehensive, objective data. The platform continuously learns and improves, providing highly accurate and reliable insights.
Yes, CallMiner’s scorecards are fully customizable. You can tailor the criteria, KPIs, and reporting to align with your business objectives and performance goals. This flexibility ensures that the scorecards provide the most relevant and actionable insights for your call center.
Coach was an absolute gamechanger for our supervisors and agents. It gave them an at-a-glance look at performance in each of the QA areas. It showed us how wide-spread a problem was so that we could address it quickly.
Contract Center Systems Administrator, Gant Travel
