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.

Learn more about our platform

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

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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