CallMiner Coach is a sophisticated AI-powered solution designed to enhance agent performance and drive positive customer experiences within contact centers. It aggregates insights from both voice and text-based customer interactions, leveraging customized manual or automated scoring criteria to identify effective agents and pinpoint areas for improvement. By deeply understanding agent and customer interactions, supervisors can identify performance trends, target specific behaviors for guidance or reinforcement, and cultivate a persistent culture of improvement. The platform automates the analysis of interactions over time, revealing behavioral insights with auto-scored focus that highlights the most impactful coaching moments. It facilitates feedback at scale through trackable agent notifications and audio snippet examples, effectively modifying or encouraging frontline behaviors. Through bi-directional communication and peer performance visibility, Coach encourages self-improvement and fosters a culture of continuous development based on objective analysis. It empowers supervisors with data-supported evidence to focus on areas that will drive both improved agent performance and customer satisfaction, ensuring compliance by verifying legal and script adherence for every interaction.

Features & Benefits

• Boost Agent Performance to Drive Business Outcomes
  • Helps organizations scale their quality programs and proactively identify customer dissatisfaction, frustration, agent training opportunities, and inefficiencies like silence.
  • Scale your quality program
  • Proactively identify customer dissatisfaction and frustration, agent training opportunities and inefficiencies such as silence
  • Customize your program with manual and automated scoring options
  • Easily provide interaction examples to drive change within and beyond the contact center
• Focus on the Agent Experience
  • Increases agent retention through personalized coaching and fosters team enthusiasm by sharing positive behavioral examples.
  • Increase agent retention with personalized coaching for each agent
  • Share positive agent behavioral examples for remote team enthusiasm
  • Bi-directional communication that notes challenges beyond agent control
• Drive Customer Growth and Retention
  • Enables auto-scoring of agent empathy and other emotions for targeted coaching, helping to shape brand engagement and prioritize actions based on expressed issues or opportunities.
  • Auto-score agent empathy and other emotions for coaching focus to shape brand engagement
  • Prioritize people, process, technology and coaching action based on the measured scope of expressed issues or opportunities via the customer or agent
  • Measure and move customer emotional engagement by identifying and coaching agent behaviors
• Ensure Compliance
  • Verifies legal and script compliance for every interaction and allows for sharing of audio, screen, and text-based examples.
  • Verify legal and script compliance for every interaction
  • Coach timing of agent notification based on customer reaction or scripting requirements
  • Share audio, screen and text-based examples within and beyond the contact center
• Dashboards
  • Provides easy-to-read indicators for current performance, promoting agent self-coaching, and offers supervisors a complete view of agent and team performance.
• Manual and Automated Evaluations
  • Supports both automated and manual QA processes, allowing for 100% interaction automation or a partially manual approach.
• Call Finder and Viewer
  • Simplifies searching for contact records and filtering them using attributes such as keywords, date ranges, metadata, and performance scores.
• Coaching Workflows
  • Customizable workflows encourage bi-directional engagement and visibility as updates are made during the evaluation process.
• Video Playback
  • Incorporates screen recordings into the evaluation process, with capabilities to tag contacts, view expanded metadata, and download audio and video files.
• Integrate with Existing Systems
  • The CallMiner API enables integration with line-of-business applications, external platforms for data analysis and visualization, BI, CRM, and more.
• Flexible Deployment Options
  • Leverages post-call analytics, automated performance evaluation, and real-time monitoring, benefiting from speaker separation, sentiment analysis, and redacted audio output.