CONTACT CENTER EFFICIENCY

Drive operational efficiency in the contact center 

Improve customer experiences and outcomes with enhanced operational efficiency and quality.  



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Focus on call center metrics

Reduce AHT by measuring calls for silence, noise, agitation, and tempo. FCR is improved by analyzing the interaction journey and common contact drivers.

Drive business outcomes and compliance

Power compliance, revenue and customer service initiatives in the contact center with AI-driven coaching and automation.

Improve your margins

Meet business goals by supporting your existing agent workforce effectively with the insights and support they need.

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Improve contact center efficiency

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Automate operational efficiency

Use automation to improve quality in the contact center. 

  • Reduce call volume by improving visibility and utilization across engagement channels 
  • Align with audience needs by engaging how and when they choose 
  • Optimize AHT by measuring acoustic signals for silence, noise, agitation, stress and tempo   
  • Identify opportunities for call deflection, channel optimization and self-service by analyzing the interaction journey and common contact drivers 
  • Use automated contact dispositioning to identify call reasons to help inform staffing decisions 

Learn more about our Analyze Product

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Use contact center insights to improve business outcomes

Drive positive customer experiences and improve metrics.  

  • Identify issues across the engagement channels and proactively implement solutions before they surface in NPS scores 
  • Capture and analyze VoC data to identify key trends and areas of opportunity 
  • Use insights from customer conversations to take action and drive business results 

Read about other contact center efficiency results

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Optimize your workforce

Level-up your agents without increasing cost.

  • Expedite onboarding and supercharge live customer engagements with AI-driven real-time agent guidance 
  • Gain transparency into agent performance and areas of growth to make process improvements 
  • Conduct root cause analysis to understand why agents are successful or not, and encourage behavior across departments 

Learn more about our Alert 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