CallMiner has announced a new set of workforce intelligence capabilities for improved contact centre performance.
The new set of workforce intelligence capabilities aims to improve:
- Quality assurance and performance management
- Agent assistance and experience
- Contact centre operations
Scott Kendrick, VP of Strategy at CallMiner, said: “For today’s customer-centric organizations, it’s critical to deliver the best experiences possible at every touchpoint – and the best way to achieve this is with high performing and highly engaged agents.
“This is easier said than done considering the high number of remote agents in today’s workforce, rising agent attrition rates and competition in the labor market. Combining this with the increasing complexity of interactions being handled by agents as routine contacts move to self-service or bots, has created the perfect storm.”
To combat this storm, CallMiner has added call and screen recording to its portfolio, enabling supervisors to enhance quality assurance and performance management. They may also assess the efficiency of agents while using conversational analytics to identify specific activities such as long silences.
With this launch, CallMiner offers quality forms and smart audit lists to streamline both manual and hybrid QA processes.
Other performance management features include coach-to-agent workflows, closed-loop performance insights, and direct agent feedback.
