Monitor the relative satisfaction on your conversations and identify events and trends signifying changing in relative satisfaction. CallMiner Eureka:
    • Categorizes calls indicative of positive or negative customer satisfaction behaviors
    • Measures and monitors customer satisfaction across sets of customer interactions defined by call types or attributes such as agents/agent group, lines of business, or location
    • Allows for determination of root cause of increase or decreases in customer satisfaction
Speech analytics helps your entire organization:
    • identify areas/cause of decreased satisfaction
    • increase customer retention
    • increase first call resolution (FCR)
    • improve agent understandability
    • optimize call handle time
    • improve agent knowledge and behavior