Coach

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 

Coach timing of agent notification based on customer reaction or scripting requirements

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.