THE PROBLEM: Your agents play a critical role in the success of your business, and their performance can have direct impact on revenue, operating cost, compliance, and customer satisfaction.  With the volume of customer interactions that occur every day, how can you effectively monitor, manage, and improve their performance?  Traditional approaches to quality monitoring and performance management are costly due to the amount of effort involved in manual call monitoring and scoring.  The results are ultimately inaccurate due to reliance on a small sample of calls, human subjectivity, and untimely feedback. Ineffective and unfair performance feedback is a major contributor to agent attrition which further impedes your ability to improve the performance of your contact center.

THE SOLUTION: CallMiner Eureka analyzes 100% of your customer interactions allowing businesses to discover what is happening in agent to customer conversations. Every contact is automatically categorized and scored, providing accurate, objective, and consistent performance feedback in a timely fashion.  By automatically identifying top and bottom performing agents and teams, supervisors can concentrate coaching efforts in the areas where they are most needed.

Attend this technology show case to see how the CallMiner Eureka customer interaction analytics platform delivers both real-time monitoring and post-call analysis to improve the performance of your contact center and agents, and provide valuable insight into your customers’ experience.