Case Study: TradeGlobal achieves improved customer experience and operational efficiencies with CallMiner Eureka

TradeGlobal Optimizes Customer Outcomes with CallMiner Eureka Customer Journey Analytics

TradeGlobal, a leading end-to-end eCommerce provider supporting 400–600 agents and more than 3 million interactions a year from call centers in West Chester and Fairborn, OH, needed to automate call monitoring and continuously improve agent performance and customer outcomes. To identify agent coaching opportunities and root-cause process or product issues at scale, TradeGlobal partnered with CallMiner and deployed CallMiner Eureka interaction analytics (and the myEureka performance feedback portal).

Using CallMiner Eureka, TradeGlobal automated analysis of up to 750 hours of interactions per day and scored 100% of calls, giving agents weekly scorecards through CallMiner’s myEureka portal. The solution reduced full-time analysts from nine to three, uncovered a defective product batch (75% defective) and process flaws that cut repeat calls and handle time, and delivered measurable savings (an estimated $37,100 per 1,000 products in one example), significantly improving agent productivity and customer experience.

TradeGlobal

Mike Hull

Director of Business Analytics