Case Study: Medium Enterprise Retailing Company achieves 50% reduction in QA effort and improved agent performance and CSAT with CallMiner

Medium Enterprise Retailing Company - Customer Case Study

Medium Enterprise Retailing Company turned to CallMiner and its Eureka speech analytics to tackle inefficient quality monitoring, uneven agent performance, and rising contact center costs. The retailer needed a way to scale QA, boost agent coaching, and improve customer satisfaction without growing headcount.

CallMiner implemented automated call scoring and the myEureka agent performance portals, enabling the QA team to spend less time listening to calls and more time coaching. Within a year, CallMiner helped halve the QA staff effort, increase coaching frequency, improve CSAT, and drive overall contact center efficiency and cost reduction.