CallMiner updates call centre performance tool

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.”