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CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading cloud-based speech analytics solution automatically analyzes contacts across all communication channels: calls, chat, email, and social. CallMiner offers real-time monitoring and post-call analytics, delivering actionable insights to contact center staff, business analysts, and executives. The results include improved agent performance, sales, operational efficiency, customer experience, and regulatory compliance.
"The process was very time consuming because every step required manual work by someone – from selecting the calls to evaluate to maintaining the forms. There was also a lot of room for error because scoring is subjective, and plenty of rework for re-listening to calls. Although our process lacked efficiency, it was necessary to help ensure the quality of our call center operations."
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