Coach
Automate agent performance improvement
CallMiner Coach makes it easier to monitor, understand and optimize agent performance at scale. By gaining deep understanding into agent and customer interactions, supervisors can identify performance trends, target behavior for guidance or reinforcement, and create a persistent culture of improvement.
Identify
Reveal behavioral insight for every voice and text-based interaction with auto-scored focus that pinpoints the most impactful coaching moments.
Assign
Effectively modify or encourage frontline behaviors with trackable agent notifications and audio snippet examples.
Engage
Bi-directional communication and peer performance visibility encourages self-improvement and cultures of improvement via objective analysis.
Shape your brand experience and improve performance
Through data-supported evidence, CallMiner Coach empowers supervisors to focus on the areas that will drive both improved agent performance and customer experience. Objective auto-scored detail makes it easy to modify or encourage agent behavior with the confidence that can only come from understanding every voice and text-based interaction.
Off-load the burden of agent management to an automated system
Upgrade Service Quality
- Automatically score 100% of agent interactions based on objective data
- Proactively identify customer or agent conversational challenges and silence indicators
- Easily provide packaged interaction examples to drive change within and beyond the contact center
Enhance Agent Engagement
- 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
Improve Customer Experience
- 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
- Verify legal and script compliance for every interaction
- Verify legal and script compliance for every interaction
- Share audio and text-based examples within and beyond the contact center
Key Features
Objective
Unbiased evidence and data-driven analysis covering audio and text-based examples makes it easier and more powerful for supervisors to deliver feedback perceived as fair and authentic by agents.
Actionable
Alerts for agent follow-up with thorough discussion threads encourages next-step urgency with supervisors, along with agent challenges that may be beyond their control.
Sustainable
Automated objective scoring reduces time required to find impactful coaching moments and increases time spent guiding and mentoring agents.
