CallMiner, a provider of speech and customer engagement analytics, has launched the latest release of its agent performance management platform, now branded Eureka Coach.
Eureka Coach is a cloud-based portal that automates and accelerates performance feedback to contact center agents and supervisors based on objective scoring from CallMiner Eureka speech analytics.
Eureka Coach features role-based graphical dashboards with agent and supervisor views of scoring by individual, team, and contact center-wide performance as well as directed actions from supervisors to agents. Agents leveraging Coach can also self-coach and engage in bidirectional feedback with their supervisors.
Key features of Coach include the following:
- Immediate feedback based on automated, artificial intelligence-driven scoring across 100 percent of all agent interactions;
- Comparison review, providing agent awareness of performance across any user selected timeframes and specific metrics;
- Actionable supervisor assignments with call detail and coaching notes;
- Personalized evidence with payment card information redacted in call playbacks;
- The ability to tag specific sections in call playbacks with coaching notes; and
- Ongoing feedback and discussion between supervisors and agents.
"Eureka Coach creates a culture of optimization where agents consistently receive feedback on their performance rather than waiting for a monthly coaching session," said Bruce McMahon, director of product management at CallMiner, in a statement. "Delivering automated feedback directly to those that can act on it has been proven to drive faster time to insight and faster time to action. With this pervasive intelligence, agents can self-coach and see the immediate impacts of changes in their tactics."
Coach is currently in live beta testing with several organizations, including Performant Financial.
"We are thrilled with the ease of the new Coach platform and all its enhanced capabilities. We believe this product will make a significant impact on streamlining our auditing process and are extremely excited for the full rollout to take place," said Dennis Christie, senior director of regulatory compliance at Performant, in a statement.
"Analytics programs are frequently challenged by a barrier between insight and the actions needed to drive change that impacts the business," said CallMiner CEO Paul Bernard in a statement. "Eureka Coach helps organizations of all sizes bridge this divide to drive real action from the awareness and insight uncovered by Eureka through data-driven encouragement and personalized accountability."