Measure and improve the performance of call center agents to ensure fast development and long term
satisfaction and retention. CallMiner Eureka:
satisfaction and retention. CallMiner Eureka:
- Categorizes calls and analyzes call acoustics to track behaviors indicative of positive or negative agent performance
- Identifies calls and agents requiring monitoring and training (reducing manual effort and inaccuracies associated with sampling)
- Measures customer satisfaction and sales performance
Speech analytics helps your contact center and agents:
- track positive or negative performance
- ensure agent procedural compliance
- automatically score agent performance
- optimize quality monitoring efforts
- identify agents that need monitoring/training
- improve sampling for call monitoring
- identify process issues and knowledge gaps
- increase agent retention and life span
As a result of increased contact center agent productivity, sales increase and costs decrease.
