As TradeGlobal recognized that their customer care center is often the first live interaction a customer has with their client’s brand, they wanted to make sure they were able to deliver best-in-class service and customer experiences. To be able to deliver, they needed to identify ways in which agent performance could be continuously evaluated and improved.
See how TradeGlobal used CallMiner Eureka to:
- Generate an estimated total savings of $37,100 for one client based on a single trends analysis of repeat calls
- Improve agent performance management and coaching
- Identify and eliminate process issue
- Significantly improve agent productivity and customer experience by uncovering a manufacturing issue
- Reduce requirement for full time analysts by two-thirds