CONTACT CENTER EFFICIENCY

Drive operational efficiency in the contact center

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

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

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

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

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

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

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

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

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.

Why CallMiner?

Contact Center Experience

Frontline Agent Experience

Quality Management