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.
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.