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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Reduce Churn and Increase Customer Satisfaction with Speech Analytics
Reduce Churn and Increase Customer Satisfaction with Speech Analytics

Learn how a healthcare insurance provider used speech and engagement analytics to identify and remarket to ...

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Americollect Customer Success Story
Americollect Customer Success Story