Interaction Analytics Delivers Higher Call Center Quality at Lower Cost for Law Firm

Sokolove’s senior leadership, upon reviewing the results of the free test drive CallMiner had provided on a sample set of 21,000 of their recorded calls and associated metadata, was quickly convinced that these capabilities could improve its business. It believed automated monitoring and scoring would provide the foundation for optimizing client and prospect engagements, and would also produce a positive return on investment by improving the productivity of its team members.

Sokolove achievements to-date from its deployment of interaction analytics include: Monitoring 100% of calls, documenting adherence to regulatory compliance, providing objective feedback to agents through automated scoring, and reducing QA staff by 80% saving $20,000 the first year.

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CallMiner Best Practices for Analytics and Business Intelligence
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Learn in this CRMXchange discussion best practice for analytics and business intelligence.