Case Study: Workhuman boosts QA efficiency and customer experience with CallMiner

Workhuman boosts QA coverage 100x and cuts coaching feedback to real-time with CallMiner

Workhuman, a global employee recognition provider, faced challenges with its manual quality assurance (QA) process for its customer service team. The process was inefficient, created communication gaps between departments, and lacked automation and customizability. To enhance agent performance and customer experience (CX), they implemented the CallMiner conversation intelligence platform.

Using CallMiner, Workhuman automated its QA, consolidating processes and enabling real-time, data-driven feedback and coaching for agents. This solution saved significant costs, increased audit coverage by 100x without adding staff, and improved key metrics. Results included maintaining a 98% agent quality target achievement, reducing case duration, and increasing customer satisfaction scores, all achieved within 12 months of implementation.

Workhuman