Case Study: Bluegreen Vacations reduces agent attrition and boosts customer satisfaction with CallMiner Eureka interaction analytics

Interaction Analytics Lead to Happier Agents & Customer Satisfaction

Bluegreen Vacations, a timeshare and vacation club operator with a 175-seat contact center in Indianapolis, faced high agent attrition that hurt morale, increased costs and degraded customer experience. Having already used CallMiner’s Eureka interaction analytics to drive earlier CX gains, Bluegreen turned to CallMiner to gain the hiring, training and coaching insights needed to reduce turnover and improve performance.

CallMiner deployed CallMiner Eureka and the myEureka feedback portal to analyze 100% of interactions, produce agent scorecards, week‑over‑week trends and rank-based dashboards that fed mentoring, revised hiring screens, expanded training and incentive programs. As a result CallMiner helped Bluegreen cut attrition, boost customer satisfaction by 26%, improve agent quality scores by 19%, increase collections/sales by 48%, raise first-call resolution from 57.2% to 70.0% and achieve full ROI in under a year.

BlueGreen Vacations

Adam McCord

Quality Analytics Manager