For thousands of years humans have communicated by the spoken word. It is only been in the recent past that we’ve become reliant upon email text and other written communication. Macrosoft has come to the realization that a vast amount of communication is happening by the spoken word within your business but that is not being leveraged effectively to improve your operations. As such, Macrosoft has become a certified partner with CallMiner Eureka. With this partnership we work with you to take the spoken word and turn it into actionable data elements that can be mined for your business.
Macrosoft has become a certified strategic partner with CallMiner Eureka. The focus of this collaboration is to utilize Speech Analytics for Customer Engagement Optimization.
Macrosoft using the CallMiner Eureka suite of utilities to
work with Call Centers to create:
Initial areas of Call Center optimization include:
Measurements – Percent silence, long silence blocks, Agitation, Duration
– Does the call content match the call reason?
Content – Identifying drivers for dissatisfaction, transfer or churn.
Behaviors – Identify behaviors / l for top performers.
Statement – Confirm compliance for all components of disclosure statements.
Agent Quality – Scores based on the quality format.
Using CallMiner Eureka, Macrosoft can identify key behaviors of both agents and customers
Within Customer Service we guide clients to find
Within Sales conversations CallMiner Eureka is used to
These elements derived from your conversations are assembled into actionable Metrics including
Agitation (Audio Stress + Tempo)
Contact Macrosoft to learn how CallMiner can be used to improve the performance of your operations