Call Center Monitoring
Fully understanding customer support calls is the first step to providing better support. You need to know why customers are calling your call center, and how well your agents are responding to those calls. CallMiner is a speech analytics program that accurately reveals what every customer call is about, and what it means for your business. It is the only program that can analyze the meaningful content from 100% of calls, and identify issues that you weren’t even aware of before. It does this by mapping call center analytics information into language patterns which are then combined with metadata such as call length and time. When call data is accurately categorized, it enables further discover and analysis.
The software also comes with a powerful toolset that helps you apply the intelligence it delivers. These call center monitoring tools can be used to monitor the audio quality of calls to discover any potential problems and target them for corrective action. An integrated search feature enables ad-hoc searches to validate and fine-tune findings. With these tools you can better analyze, access, and act on your customer intelligence. With incredible tools such as these, your business will have the resources to effect real improvements and achieve significant ROI in every area of business, including customer satisfaction, and agent quality.