NEWS31 May 2018

CallMiner updates call centre performance tool

News Technology UK

UK – Speech analytics provider CallMiner has released Eureka Coach, a new version of its performance portal, which automates feedback for call centre agents based on speech analytics.

Call centre customer service_crop

The updated platform, which builds on CallMiner’s existing speech analytics technology Eureka, uses AI to provide automated scoring of agents’ calls with customers, with feedback given in real time.

It also includes dashboards listing scores at an individual, team and centre-wide level.

A beta version of the tool is currently being tested.

Bruce McMahon, director of product management at CallMiner, said the tool offers agents “consistent feedback on their performance rather than waiting for a monthly coaching session”. He added: “Agents can self-coach and see the immediate impacts of changes in their tactics.”