CONTACT CENTER EFFICIENCY

Drive operational efficiency by analyzing every customer interaction

Understand voice and text conversations to uncover the insights needed to improve your business and increase customer satisfaction.

Increase agent performance

Analyze 100% of interactions to support real-time coaching that drives improved agent performance and productivity.

Satisfy your customers

Drive better customer experiences with in-the-moment suggestions that improve outcomes.

Improve your margins

Effectively and efficiently meet business goals without increasing your personnel costs.

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Upgrade your contact center efficiency

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Improve customer experience and service

Efficiently and effectively meet customer needs and drive improved outcomes.

  • Real-time agent alerting to improve service or elevate customer issues as needed
  • Capture and analyze voice of the customer data to identify key trends and areas of opportunity
  • Use insights from customer conversations to take action and drive business improvement

Learn more about our Analyze Product

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Increase operational efficiency while managing cost

Conversation analytics makes it possible to automate key contact center operations, such as quality monitoring and assurance.

  • Track efficiency metrics, including average handle time (AHT), percent silence, and more
  • Gain insight into agent performance, such as conversion rates, NPS surveys, QA score, and more
  • Identify issues across the contact center and proactively implement solutions

Read about other Contact Center Efficiency results

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Oversee agent performance automatically

Automatically monitor individual agent performance and identify trends across teams to improve training.

  • Alert agents in real time to improve conversation outcomes, and use post-interaction analysis to encourage specific behaviors over time
  • Gain transparency into agent performance and areas of improvement to increase operational efficiency
  • Conduct root cause analysis to understand why agents are successful or not, and encourage behavior across departments

Learn more about our Coach product

Talk with one of our experts to find out how our platform can help drive your business.

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quote

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

Ed Lee

Business Analyst, Slimware Utilities

Additional Resources

Visit The Learning Center

Whitepaper

Using Automated Scorecards to Improve Agent Performance

Product Video

Moving from a Manual to Automated Quality Monitoring Program

Whitepaper

The Hidden Power of 14 Key Customer Contact Drivers

Talk with one of our experts to find out how our platform can help drive your business.

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CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

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