Eureka Coach is a cloud-based direct performance feedback solution that leverages automated linguistic/acoustic analysis and performance scoring to improve agent quality through individualized feedback and coaching.

How it Works

Eureka Coach encourages a culture of performance optimization with speech analytics insight from every call, targeted guidance and agent self-improvement

Role-based dashboards with automated performance scoring make it easy for supervisors to identify coaching moments and for agents to view their performance with drill down detail. Alerts notify agents for guidance with annotated call examples

Identify


Ad-hoc Call Finder
Contact/Score Viewer
In-line Commenting

Notify


Assign Follow-up ‘Actions’
Agent Notifications
Progress Monitor

Engage


Individualized Agent Portal
In-line Call Player
Threaded Discussions

  • These awards are voted on by real-life contact centers that are using the technology, rather than selected by a panel of ‘experts’. The detailed comments made by those that voted for CallMiner clearly show what customers love about the technology. CallMiner was singled out for its user-friendliness and robust in-depth analysis of customer interactions and agent performance, which provides management with excellent insight into what is happening in their contact center every day.

    Jonty Pierce
    Call Editor, Centre Helper

How it Helps

Customer engagement analytics helps you to quickly and easily sift through and analyze the massive volumes of data captured in your customer interactions to drive customer experience, risk mitigation, and contact center performance.

  • Discover what drives positive customer experiences
  • Quickly identify at-risk customers and take proactive steps to retain them
  • Highlight positive agent behaviors that turn-around negative interactions

  • Calculate the relative risk level of any call based on conversational content
  • Improve agent retention with coaching personalized for each agent
  • Improve response times and lower overall monitoring costs

  • Objectively score 100% of agent interactions
  • Drive more powerful, fact-based coaching
  • Reduce agent turnover and onboarding time

Improve Contact Center Quality

  • Discover what drives positive customer experiences
  • Quickly identify at-risk customers and take proactive steps to retain them
  • Highlight positive agent behaviors that turn-around negative interactions

Enhance Agent Engagement

  • Calculate the relative risk level of any call based on conversational content
  • Improve agent retention with coaching personalized for each agent
  • Improve response times and lower overall monitoring costs

Elevate Customer Experience

  • Objectively score 100% of agent interactions
  • Drive more powerful, fact-based coaching
  • Reduce agent turnover and onboarding time

How it’s Better

Objective


Automated scoring with annotated audio examples offer unbiased evidence

Actionable


Alerts for agent follow-up with discussion threads encourages next-step urgency

Sustainable


Bi-directional continuous feedback with scored awareness promotes persistent optimization

Key Features

Supervisor Portal

Flexible query resources with graphical presentation make it easy to find interactions by scores, category descriptions and call metadata.

Agent Portal

Agents can see how they are performing with drill down to view score makeup. When an agent clicks on their score tile, they will view each indicator, score for the timeframe, and suggestions on how to improve.

Notifications

A customizable alert tool enables supervisors to deliver directed performance feedback to agents as focused, contact specific notifications that agents can view and respond to.

Contact Finder

The embedded contact finder simplifies searching for specific contact records – and filter them – by attributes including category descriptions, date ranges, metadata and performance scores.

Inline Call Review

The redacted call audio can be played back inline from each contact record with actions such as alerting, noting a call segment and assignment applied to encourage awareness and results.

Learn More

We’ve grouped bellow additional pieces of content relevant to Analyze. Enjoy!

Eureka Coach datasheet
Stoneleigh Rewards Agent Compliance with Insights from CallMiner Interaction Analytics

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