CallMiner Releases Eureka Coach

CallMiner has announced 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 centre agents and supervisors based on objective scoring from CallMiner Eureka speech analytics.

Building on the years of success of myEureka, the first agent performance portal in the speech analytics industry, Eureka Coach is the next evolution of automated performance management for supervisors and agents.

The solution features role-based graphical dashboards with agent and supervisor views of scoring by individual, team, and contact centre-wide performance, as well as directed actions from supervisors to agents.

Agents leveraging Coach to self-coach and engage in bi-directional feedback with their supervisors will see improvements in performance and customer experience, which can be a key differentiator in competitive markets.

Key features of Coach:

• Immediate feedback – Based on automated AI-driven scoring across 100% of all agent interactions
• Comparison review – Agent awareness of performance across any user-selected timeframes and specific KPIs
• Actionable assignments – Supervisor assignments with call detail and coaching notes
• Personalised evidence – PCI-redacted call playback with ability to tag specific sections with coaching notes
• Sustainable performance management – Ongoing feedback and discussion between supervisors and agents

“Eureka Coach creates a culture of optimisation 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.

“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, currently in live beta testing with several organisations, will be available to CallMiner Eureka users to build on the customised scoring and insights from Eureka.

Dennis J. Christie, Senior Director of Regulatory Compliance at Performant Financial Corporation, said: “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 roll-out to take place!”

By giving supervisors and agents access to automated Eureka insight, users can effectively identify the most impactful drivers of customer experience and agent performance derived from every call.

Paul Bernard

“Analytics programmes are frequently challenged by a barrier between insight and the actions needed to drive change that impacts the business,” said CallMiner CEO Paul Bernard.

“Eureka Coach helps organisations of all sizes bridge this divide to drive real action from the awareness and insight uncovered by Eureka through data-driven encouragement and personalised accountability.”

Author: Robyn Coppell