CallMiner Agent Performance

Improve agent performance with speech and interaction analytics.

  • Creating Customer Service Super Agents with Data, Tech and Coaching Featuring Forrester1:03:21

    Creating Customer Service Super Agents with Data, Tech and Coaching Featuring Forrester

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  • May 8 Webinar with DMG: How Analytics-Enabled Quality Assurance Improves Your CX and Bottom Line

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  • Gamification and Analytics Drive Better Agent Engagement and Performance

    Gamification and Analytics Drive Better Agent Engagement and Performance

    Gamification is a fun and popular way to improve agent performance, satisfaction, and effect the outcomes from those contacts with your customers. Using analytics and gamification is an effective...

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  • Making the Grade: Using Automatic Scorecards to Improve Agent Performance

    Making the Grade: Using Automatic Scorecards to Improve Agent Performance

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  • Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting

    Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting

    Monitoring speech and digital channels for quality management (QM) can be easier if you transition to analytics-enabled quality management (AQM).

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  • How Contact Center Agent Self-Assessment Improves Results

    How Contact Center Agent Self-Assessment Improves Results

    Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month. But if...

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  • 3 Ways to Improve Your Call Center Monitoring Practices [Video]

    3 Ways to Improve Your Call Center Monitoring Practices [Video]

    Call center monitoring is one of the most effective ways call centers can improve their customer service; it gives managers the opportunity to watch (or rather listen) to their agents in action....

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  • CallMiner Coach: Real-Time Agent Quality Management2:18

    CallMiner Coach: Real-Time Agent Quality Management

    CallMiner Coach encourages a call center culture of real-time agent performance optimization with speech analytics insight from every call, targeted guidance and agent self-improvement.

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  • CallMiner Analyze: Actionable Insight from Customer Engagement2:28

    CallMiner Analyze: Actionable Insight from Customer Engagement

    CallMiner Analyze, the cloud-based speech analytics solution, reveals actionable intelligence from 100% of your contact center’s customer interactions. Analyze skyrockets beyond simple transcription.

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  • Miss a Webinar? Catch Up Anytime!

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  • Does Average Handle Time (AHT) Really Matter?

    Does Average Handle Time (AHT) Really Matter?

    I see a lot of chatter on my various social feeds around Average Handle Time (AHT). The major point of debate is that AHT is now a useless metric for understanding how effective you are at...

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  • 5 (More) Contact Center Employee Engagement Trends in 2019

    5 (More) Contact Center Employee Engagement Trends in 2019

    A new year isn’t just a good time to make personal resolutions—it’s also a great opportunity for businesses to take stock of what’s working, what isn’t, and seek out solutions that get them to...

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  • Call Center Employee Engagement Trends of 2019 with nGuvu1:01:52

    Call Center Employee Engagement Trends of 2019 with nGuvu

    Hear from CallMiner and employee engagement experts nGuvu of the 10 employee engagement trends in 2019.

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  • 5 Employee Engagement Trends in 2019

    5 Employee Engagement Trends in 2019

    Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher...

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  • How to Get the ROI from Your Contact Center with Engagement Analytics Featuring Praxidia57:00

    How to Get the ROI from Your Contact Center with Engagement Analytics Featuring Praxidia

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  • Using Gamification to Improve Contact Center Performance

    Using Gamification to Improve Contact Center Performance

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  • Identify Root Cause to Reduce Calls Featuring Thomson Reuter's1:00:45

    Identify Root Cause to Reduce Calls Featuring Thomson Reuter's

    CallMiner speech analytics is used by Thomson Reuters to identify what drove customers to call, understand why they called back repeatedly, and why they were transferred.

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  • Dialog Direct Customer Success Story2:42

    Dialog Direct Customer Success Story

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  • Optimizing “Coachable and Commendable Moments” Through Automated QA Analytics54:11

    Optimizing “Coachable and Commendable Moments” Through Automated QA Analytics

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  • Stop Avoidable Customer Churn With Great Agent Behavior

    Stop Avoidable Customer Churn With Great Agent Behavior

    If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear...

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  • How Interaction Analytics Reduces Costs, Optimizes Engagements, and Provides Rapid ROI

    How Interaction Analytics Reduces Costs, Optimizes Engagements, and Provides Rapid ROI

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  • 10 Tips to Improve Contact Center Agent Performance

    10 Tips to Improve Contact Center Agent Performance

    Contact centers rely on agents to deliver a lasting customer experiences and exceptional customer service with every interaction. Without a strong frontline call center staff, you risk losing...

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