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:

  • Smarter Agents
  • Faster Resolution
  • Happy Customers
Initial areas of Call Center optimization include:
  • Acoustic Measurements – Percent silence, long silence blocks, Agitation, Duration
  • Call Dispositioning – Does the call content match the call reason?
  • Leverage Pre-Built Content – Identifying drivers for dissatisfaction, transfer or churn. 
  • Agent Behaviors – Identify behaviors / l for top performers.
  • Disclosure Statement – Confirm compliance for all components of disclosure statements.
  • Automating Agent Quality – Scores based on the quality format.

Using CallMiner Eureka, Macrosoft can identify key behaviors of both agents and customers
  • Dissatisfaction
  • Empathy
  • Escalation
  • Hold Language
  • Ownership
  • Payment Language
  • Politeness
  • Profanity
  • Transfer Language

Within Customer Service we guide clients to find
  • Churn Language
  • Compliments
  • Repeat Contact

Within Sales conversations CallMiner Eureka is used to
  • Assumptive Close
  • Objections
  • Touting Benefits
  • Upsell/Cross-Sell

These elements derived from your conversations are assembled into actionable Metrics including
  • Agitation (Audio Stress + Tempo)
  • Contact Duration
  • Longest Silence
  • Percent Silence
  • Tempo
  • Word Count

Contact Macrosoft to learn how CallMiner can be used to improve the performance of your operations

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