Performance Management

Your agents and customer representatives are your front line and have the ability to immediately impact any business objective or metric associated with customer interactions. Effective call center agent performance management is paramount, not only to running a great contact center, but also to growing your business.

 

Whether your call center’s primary function is customer service, technical support, sales, or collections – or whether your customer interactions are across multiple communication channels.

CallMiner Eureka can help. Eureka helps improve your call center performance management initiatives by automating quality monitoring and providing direct coaching feedback to your agents.

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Enhanced Voice of Customer Analytics with CallMiner
Enhanced Voice of Customer Analytics with CallMiner

Learn how CallMiner speech analytics can combine phone data with chat, email, surveys, and tweets to give y...

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Automating the Performance Management Process with Contact Analytics
Automating the Performance Management Process with Contact Analytics

CallMiner Eureka automates agent scoring, allowing you to keep all of your KPIs in one place, provide fast ...