Agent Performance Management is rapidly climbing the list of priorities in the contact center. Empowering your agents with quality coaching is one of the best returns on investment. It equates to more and better business.
For organizations using a manual, randomly sampled call QA process, finding the ideal monitored calls with which to coach your agents is like trying to find the proverbial needle in a haystack. Automated speech analytics provides contact centers a game changing approach to your organization’s Quality Assurance program by analyzing, scoring and providing direct feedback insights on 100% of interactions.
Your business’s front line representatives, such as agents and customer service representatives, can immediately impact any business objective or metric associated with customer interactions. Effective call center agent performance management is paramount, not only to running a great contact center, but also to growing your business.
Whether your call center’s primary function is customer service, technical support, sales, or collections – or whether your customer interactions are across multiple communication channels, CallMiner Eureka can help. Eureka helps improve your call center performance management initiatives by automating quality monitoring and providing direct coaching feedback to your agents.
We help businesses realize:
- How automated speech analytics can be applied to the QA process
- How to determine the right calls and KPI’s to coach from
- How to effectively deliver accepted target scoring to your agent community
- How insights can be externalized outside of the analytics platform
CallMiner Eureka and myEureka performance portals transform call center performance management, allowing contact centers to automatically score 100% of calls and other customer interactions (chat, email, social). In addition, these portals provide immediate and continuous feedback directly to managers, supervisors, and agents.
- Automates the scoring process
- Provides objective and consistent scoring on every contact
- Delivers fast, efficient performance feedback
- Makes it easy to act on information
- Motivates performance through competition
- Aggregates all key metrics and indicators in a single view
The results are undeniable – more accurate, effective, and timely call center agent performance feedback at significantly lower cost and manual effort. Supervisors are freed up to spend more time coaching and developing their teams. Agents get fair and consistent evaluation with immediate insight into where they are doing well and where they need to improve, resulting in higher job satisfaction and higher retention rates.
Looking to boost your business and set yourself apart from your competition? Who isn’t?! Call us today and we’ll show you how it’s done.
Director of Marketing, CX Aficionado, Engineer, Photographer, Family Man…