CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
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.
Reveal behavioral insight for every voice and text-based interaction with auto-scored focus that pinpoints the most impactful coaching moments.
Effectively modify or encourage frontline behaviors with trackable agent notifications and audio snippet examples.
Bi-directional communication and peer performance visibility encourages self-improvement and cultures of improvement via objective analysis.
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.
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.
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.
Automated objective scoring reduces time required to find impactful coaching moments and increases time spent guiding and mentoring agents.
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
As a leader among speech analytics vendors, CallMiner offers industry-leading omnichannel contact center solutions that drive call center optimization and improve business performance metrics. CallMiner’s conversation analytics technology captures and analyzes 100% of customer conversations across all channels, providing insight that can drive call center performance metrics and enhance omnichannel support. CallMiner simplifies customer touchpoint mapping with an automated journey map tool that delivers clearer understanding of the customer’s mindset and emotions. And automated performance scoring and detailed, real-time analytics of every conversation make it easy to monitor performance, implement call center best practices, and support the work from home call center agent.