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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Real-Time Feedback Takes Agent Performance and Compliance to New Levels
Real-Time Feedback Takes Agent Performance and Compliance to New Levels

Learn how AMCOL Systems improved their contact center analytics program with real-time agent feedback for i...

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A Day in the life of an Analytics Analyst at Simple Health
A Day in the life of an Analytics Analyst at Simple Health

Simple Health implemented CallMiner Eureka interaction analytics to improve the ability to monitor and trai...