Performance Management Solutions

by Business Value

Your agents and customer representatives are your front line and have the ability to immediately impact any business objective or metric associated with customer interactions. Effective call center agent performance management is paramount, not only to running a great contact center, but also to growing your business.

Whether your call center’s primary function is customer service, technical support, sales, or collections – or whether your customer interactions are across multiple communication channels,

CallMiner Eureka can help. Eureka helps improve your call center performance management initiatives by automating quality monitoring and providing direct coaching feedback to your agents.

Agent Performance Management Approach

CallMiner Eureka and myEureka performance portals transform call center performance management, allowing contact centers to automatically score 100% of calls and other customer interactions (chat, email, social). In addition, these portals provide immediate and continuous feedback directly to managers, supervisors, and agents.

  • Automates the scoring process
  • Provides objective and consistent scoring on every contact
  • Delivers fast, efficient performance feedback
  • Makes it easy to act on information
  • Motivates performance through competition
  • Aggregates all key metrics and indicators in a single view

The results are undeniable – more accurate, effective, and timely call center agent performance feedback at significantly lower cost and manual effort. Supervisors are freed up to spend more time coaching and developing their teams. Agents get fair and consistent evaluation with immediate insight into where they are doing well and where they need to improve, resulting in higher job satisfaction and higher retention rates.