Call Center Agent
Performance 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.
Improve Contact Center Quality
Enhance Agent Engagement
Elevate Customer Experience
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.
