CONTACT CENTER

Impact customer experience with improved agent performance 

The contact center is on the frontline for your brand. Ensure agents are putting their best foot forward in every customer interaction. 

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Stay focused on customer service

Leverage conversation analytics to inform constant process improvement and drive customer satisfaction

Effectively train and retain agents

Understand what agent behaviors are driving the best customer interactions and use data-driven feedback to keep your best performers

Eliminate operational inefficiencies

Get insights into your contact center operations to find areas of opportunity to make the most powerful improvements

Learn more about our platform

Contact center professionals can now

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Understand customer conversations at scale

Analyze 100% of interactions to better meet the needs of customers with ease and speed.

  • Monitor conversations across voice and text-based channels, including phone, email, chat, and self-service
  • Use real-time alerting to support agents in the moment, including identifying up- or cross-sell opportunities or escalating conversations to supervisors
  • Help agents more effectively manage interactions to increase interaction volume and reduce costs

Learn more about our Analyze product

Customers
Make customer conversations more efficient

Reducing interaction time and handle time can consistently impact and improve customer satisfaction.

  • Properly route conversations to the right agents with greater efficiency to increase first-call resolution
  • Support customers through their omnichannel journeys with more accurate understanding of their requests
  • Resolve your customers’ concerns quickly and with less hassle for a better experience

Read about how organizations are improving contact center results

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Increase agent support and happiness

Reduce costs of turnover and onboarding by creating an environment in which agents have a clear path to success.

  • Optimize agent performance through real-time alerting and data-driven feedback
  • Improve the experience of the customer by improving agent experience
  • Set agents up for success with clear metrics, examples of target behavior and improved training

Learn more about our Coach product

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Our call center’s continuous improvement process is anchored on CallMiner’s capabilities. Everything begins with speech analytics.

Ed Lee

Business Analyst, Slimware Utilities