Afni Improves CSAT, Sales and FCR with Automated Analytics

Afni wanted to improve quality at its contact centers. It learned when quality improves, many benefits follow, including improved sales, higher customer satisfaction, and time savings that allow managers to do more to grow the business.

Using CallMiner Eureka automated analytics Afni experienced:

  • A 17% improvement in use of correct language
  • An 8.7% improvement in discovery process statements
  • A 4% increase in customer satisfaction
  • A 55% increase in agents that exceeded sales goals
  • A 2.8 percent increase in first call resolution
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Contact Babel: UK Contact Centre Decision Maker's Guide 2017-18
Contact Babel: UK Contact Centre Decision Maker's Guide 2017-18

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