Coach

Automate agent performance improvement 

CallMiner Coach makes it easier to monitor, understand and optimize agent performance at scale. By gaining deep understanding into agent and customer interactions, supervisors can identify performance trends, target behavior for guidance or reinforcement, and create a persistent culture of improvement. 

Shape your brand experience and improve performance

Through data-supported evidence, CallMiner Coach empowers supervisors to focus on the areas that will drive both improved agent performance and customer experience. Objective auto-scored detail makes it easy to modify or encourage agent behavior with the confidence that can only come from understanding every voice and text-based interaction. 

UI Coach Main

Off-load the burden of agent management to an automated system

UIF Coach UpgradeServiceQuality

Upgrade Service Quality

  • Automatically score 100% of agent interactions based on objective data    
  • Proactively identify customer or agent conversational challenges and silence indicators 
  • Easily provide packaged interaction examples to drive change within and beyond the contact center

UIF Coach EnhancedEngagement

Enhance Agent Engagement

  • Increase agent retention with personalized coaching for each agent  
  • Share positive agent behavioral examples for remote team enthusiasm 
  • Bi-directional communication that notes challenges beyond agent control

UIF Coach ImproveCmX

Improve Customer Experience

  • Auto-score agent empathy and other emotions for coaching focus to shape brand engagement 
  • Prioritize people, process, technology and coaching action based on the measured scope of expressed issues or opportunities via the customer or agent 
  • Measure and move customer emotional engagement by identifying and coaching agent behaviors

UIF Coach EnsureCompliance

Ensure Compliance 

  • Verify legal and script compliance for every interaction 
  • Coach timing of agent notification based on customer reaction or scripting requirements
  • Share audio and text-based examples within and beyond the contact center 

Key Features

Objective

Unbiased evidence and data-driven analysis covering audio and text-based examples makes it easier and more powerful for supervisors to deliver feedback perceived as fair and authentic by agents.

Actionable

Alerts for agent follow-up with thorough discussion threads encourages next-step urgency with supervisors, along with agent challenges that may be beyond their control.

Sustainable

Automated objective scoring reduces time required to find impactful coaching moments and increases time spent guiding and mentoring agents.