Automating the Performance Management Process with Contact Analytics

If you run a contact center, you know how important it is to have agents who meet their goals. Traditional approaches to performance management can be time consuming and inefficient. That’s where CallMiner speech analytics comes in.

CallMiner Eureka automates agent scoring, allowing you to keep all of your KPIs in one place, provide fast efficient feedback, and more importantly, make direct feedback easy to act on. Even better, 100% of your contacts are scored!

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Best Practices in First Contact Resolution Roundtable
Best Practices in First Contact Resolution Roundtable

First call resolution is starting to become less about customer satisfaction, and more about customer inter...

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Leveraging Gamification & Analytics to Drive Agent Engagement & Performance
Leveraging Gamification & Analytics to Drive Agent Engagement & Performance

Hear from experts their approaches to using speech analytics to measure and score their gamification progra...