CallMiner Named a Top 10 Contact Centre Technology Once Again

CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach.

In 2012, CallMiner released the first version of an automated performance feedback portal for contact centre agents, supervisors and coaches.

Now, our latest addition to the CallMiner Eureka platform, Eureka Coach, continues CallMiner’s proud tradition of speech analytics leadership in the marketplace.

Eureka Coach enables contact centres to build an agent culture that underpins an excellent customer experience, improved compliance and reduced risk. It can also empower managers and agents to focus on the importance of coaching and self-improvement.

While Eureka Coach is the latest integrated iteration of our Performance Feedback portal, it is based on the notion that consistent, unbiased scoring and feedback provides the best way to ensure that agents and coaches are on the same page. Eureka Coach enables contact centres to:

1. Improve Coaching Effectiveness

By objectively scoring each interaction, and summarising all interactions and scores, Eureka Coach enables coaches to target the Key Performance Indicators (KPIs) where additional support can help drive agent improvement.

2. Drive Positive Culture Change

Role-based dashboards change coaching from something that supervisors “do to agents” to something that happens because there is a mutual desire to improve performance from both agents and coaches.

3. Inspire and Motivate Higher Achievement

Because there is greater acceptance by the agent community (and coaches) of the trusted objectivity of the interaction scoring, Eureka Coach encourages agent self-improvement. Agents can see where they need to improve and where they can build on strengths.

Comments From CallMiner Customers

As part of the voting criteria for the Call Centre Helper Contact Centre Software and Technology Awards, CallMiner customers were asked to share would they liked best about the platform.

Here’s a quick peek into the type of comments that CallMiner’s customers left:

“The overall product design and the ease of using it. Once configured, it’s easy for even agents to navigate and improve themselves. The Coach function is amazing.”

 “Accuracy and flexibility.”

“Agent self-coaching ability.”

“Configurable, easy to navigate and constantly challenging the status quo.”

“Ease of coaching to agents within the tool. Dashboards are user-friendly and easily understood when onboarding new agents.”

“Easy to set up and use.”

“Easy to use, plus absolutely incredible support the few times I’ve needed it.”

“Great customization and configurability.”

“I feel like CallMiner is a true thought-leader in the speech analytics industry. The capabilities are endless with this tool.”

“Simple to use and gives you all the information.”

“The community surrounding the product.”

“The ease of the application and the detail it provides.”

This news story has been re-published by kind permission of CallMiner – View the original post

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.