Whitepaper
Why CallMiner?
See how we help you translate customer insights into business value.
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Solutions
CallMiner Coach aggregates insights from conversations, identifying which individuals are effective based on customized manual or automated scoring criteria. By deeply understanding 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.
Easy to read indicators display current performance to promote agent self-coaching. Supervisor dashboards provide a complete view of agent and team performance.
Support for automated and manual QA processes. Automate 100% of interactions or maintain a partially manual process.
The embedded contact finder simplifies searching for contact records and filtering them using attributes including keywords, date ranges, metadata and performance scores.
Customizable coaching workflow encourages bi-directional engagement and visibility as updates are made during the evaluation process.
Incorporate screen recordings as part of your evaluation process with the ability to tag contacts, see expanded metadata and download audio and video files with a unique URL.
The CallMiner API enables integration with your line-of-business applications, as well as external platforms for data analysis and visualization, BI, CRM and more.
Leverage post-call analytics, automated performance evaluation and real-time monitoring. Benefit from speaker separation, sentiment analysis, and redacted audio output.
[CallMiner's] quality scoring product enables teams of varying maturity levels to go beyond compliance tracking, translating system scores into meaningful coaching moments.
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
Supervisors love CallMiner because they can either review specific calls or look at overall trends, and provide agents with direct, data-driven feedback.
Senior Product Manager, BPO division of NTT
