ebook

Using Interaction Analytics toDigitise & Optimise ContactCentre Performance

Table of Contents

The Science Behind the Art of Optimising Engagement

What is Interaction Analytics?

How Interaction Analytics Works

How Does Interaction Analytics Automate the QA Process?

Scorecards: Key Component for Agent Improvement, Key Value Proposition

for Interaction Analytics

Examples of What Can Be Scored

How Interaction Analytics Improves Performance Feedback

How Interaction Analytics Supports Self-Improvement

Integrating Interaction Analytics Into Agent Coaching Programs

How Automated Scorecards Improve QA Performance & Efficiency

How Interaction Analytics Identifies & Encourages Best Practices

Using Interaction Analytics to Motivate Desired Behaviour

Gamification: An Emerging Way to Motivate

Effective Agents Enhance Contact Centre Efficiency

How Consistent Agent Performance Delivers on Brand Promise

Conclusion

For more information

1

3

5

9

11

12

13

14

15

16

17

18

19

20

21

22

23

The Science Behind the Art of Optimising Engagement

Interaction analytics gives contact centre agents and managers the

boost they need to perform at their best. It can be applied to identify

best practices, objectively and accurately measure performance,

improve coaching, and guide agents in real-time to provide the

best possible customer experience. Interaction analytics can do all

this because it automatically captures and analyses ALL customer

interactions across call, email, text, chat and social channels.

By applying analytics to the rich resource of structured and unstructured customer interaction data,

organisations can create processes and help agents to be more effective, efficient and engaging.

1

Interaction analytics provides the data you need to improve contact centre performance. Consider the following data about interaction analytics itself, which comes from an independent study by

Aberdeen Research. It found that agent productivity at intelligent contact centres is 20.2 times higher than at those that do not use interaction analytics and other intelligent contact centre

technologies. i

2

Annual increase in

customer lifetime value

Annual improvement in

customer effort score

Annual increase in

employee engagement rate

Annual increase in average

customer profit margin

Annual increase in

customer retention rate

98% 91%

38%

78%

13%

GREATER GREATER

GREATER

GREATER

GREATER

“Use of predictive analytics allows companies to predict the likelihood of future outcomes and

provides employees with actionable guidance that helps them succeed in their roles. Helping

employees become more successful ultimately elevates employee engagement while also

contributing to overall business success.”

Aberdeen Research | Predictive Analytics in Customer Experience: The Secret to Great

Customer Relationships. Download the complementary report here

Other advantages that contact centres that use

analytics have over non-users include:

What is Interaction Analytics?

Interaction analytics technology is used to improve contact centre performance. The technology

converts the content from customer interactions from any channel, including calls, chats, emails,

surveys and social media, into a format that can be analysed. Interaction analytics also captures

and processes the metadata (such as the time of contact, length of call) from an interaction, and

supports both structured and unstructured data.

Plus, with real-time analytics, content is converted instantly. Supervisors receive automated alerts if

certain words or phrases are used and if other trigger conditions occur.

The ability to monitor, record and transcribe 100 percent of customer contacts across

different channels

Automatically generated scorecards for each customer interaction; scorecards can be

created for individual agents, for group and sub-group levels (for example by shift, role,

etc.) and for specific activities (e.g. using proper greeting, showing empathy, saying “thankyou” etc.)

Analytics-based reporting to show baselines, performance trends, identify agents that need

additional training, etc.

Automated monitoring for prohibited language, raised voices and other risky behaviour

The ability to provide real-time coaching, redirection and other intervention

Sentiment analysis to measure agitation, empathy, enthusiasm and other behaviour

Interaction analytics capabilities include:

3

Increased Interaction

There is much more to interaction analytics technology than the brief overview provided here. If you

want to learn more:

4

Monitoring is automatically applied to all contacts, and the results are archived and fully searchable.

All contacts are automatically scored based on parameters set by the user organisation. Interaction

analytics can even provide root cause analysis for each customer interaction, which can then be

used for coaching individual agents based on their scorecard performance.

This white paper provides an overview of the technology and its value

Best Practices for Peak Call Centre Agent Performance Using Interaction Analytics is an

on-demand webinar targeted to performance improvement

Here’s a video on how real-time call monitoring works

How Interaction Analytics Helps Compliance: Monitoring for Language

Speech analytics takes the unstructured data trapped in recorded calls, emails, chat transcripts and other customer interaction and matches it with

structured metadata, such as which agent handled the interaction, the time of day it occurred, the length of the call and who the customer was. The audio

undergoes a speech recognition process that turns the sounds into text. At the same time, acoustic signals such as agitation in the voice, tempo, loudness

and silence are extracted.

5

Transcription &

acoustic measurements

(redacted)

Use case specificautomated tagging

(language patterning)

Use case specificscoring, trending & tracking

Compliance, behaviour &

targeted coaching &

marketing insight

6

Then, all data – the transcription, the acoustic properties and the metadata are normalised into a consistent format and language tagged for searching on

specific patterns. This allows companies to follow a customer’s journey and repeat contacts regardless of what communication channel is used. Both the recording and the transcript are redacted to remove social security numbers, credit card numbers and other sensitive information for PCI compliance.

Transcription &

acoustic measurements

(redacted)

Use case specificautomated tagging

(language patterning)

Use case specificscoring, trending & tracking

Agent behaviour,

targeted/coaching and

patient experience insights

7

Next, the presence of certain language and other key metrics can then be combined into a score that measures various performance indicators such as

agent quality, customer satisfaction, emotion, and compliance risk. This step of automating scorecards, provides accurate and objective feedback that can

be shared with agents and used by supervisors to personalise training and coaching.nce.

Transcription &

acoustic measurements

(redacted)

Use case specificautomated tagging

(language patterning)

Use case specificscoring & tracking

Compliance, behaviour &

targeted coaching &

marketing insight

8

The result is a consistent analysis across 100% of data sources with actionable voice of the customer insights that can be shared across the entire

enterprise. Some analytics solutions provide application programming interfaces (APIs) that allow you to take insights from the analytics platform and

export and embed them into other 3rd-party applications to support a variety of business needs.

Transcription &

acoustic measurements

(redacted)

Use case specificautomated tagging

(language patterning)

Use case specificscoring & tracking

Compliance, behaviour &

targeted coaching insight

Interaction analytics is a powerful tool for improving contact centre performance because it can automate and optimise many quality assurance (QA) tasks. Because

of the high level of automation, it is now practical to monitor and analyse 100 percent of your contacts. That includes customer comments and engagements on social

media and other channels.

Here are some of the ways interaction analytics save time and improve consistency by automating QA tasks:

How Does Interaction Analytics Automate the QA Process?

9

All contacts are automatically recorded, monitored and indexed

Contacts are automatically monitored for adherence to scripts and best

practices, prohibited language and other compliance risks, excessive or

improper emotion and other organisation-defined characteristics

Scorecards are automatically generated for every agent engagement

Analytics-based reporting shows performance baseline levels, trends,

and identifies agents that need additional training

10

Analytics eliminates subjectivity in scoring individual contacts, and prevents the risk of results being

skewed when only a small sample of interactions is being reviewed. Automated indexing means

managers can quickly identify specific contacts, and pinpoint language within the contact recording and transcript, such as the proper greeting or close, necessary disclosures and even expressions

of empathy. That makes it easy to review calls or other interactions with agents to highlight what

needs to improve or recognise what was done exceptionally well.

“We’ve expanded the QA program’s reach. In the manual program, it wasn’t humanly

possible for a QA analyst to listen to all of our calls. Now we monitor and score 100 percent

of our calls. Eureka searches for the use of specific words and phrases in certain contexts, so if we are following up on something we only need to listen to the parts of the calls that

are relevant.”

Michelle Correal, Sokolove Law

Learn more from Sokolove from their case study and webinar

Scorecards: Key Component for Agent Improvement,Key Value Proposition for Interaction Analytics

Peter Drucker’s maxim that “If you can’t measure it, you can’t manage it” is a powerful, fundamental concept that holds true for numerous industries and processes.

Analytics-driven scorecards give organisations an accurate way to measure the effectiveness of customer interactions in the digital age.

The concept of scorecards is not new, but the use of manual scorecards in contact centres is problematic because so many interactions between agents and

customers can be assessed subjectively. Was the agent sympathetic? Was the agent aggressive enough in asking for the sale? Too aggressive? Listening to transcripts

doesn’t always resolve such questions, and is also very time consuming, which means that most agents are evaluated on only a few calls a month. This is not

representative of actual performance. Those problems are eliminated when 100 percent of conversations are monitored and scored automatically.

With automated scorecards you can:

Monitor and grade agent performance

Track progress to goals at the individual, team, shift and other levels

Give supervisors the ability to self-select and self-score immediately

Identify coaching opportunities

Provide alternative viewpoints

Identify best practices

Increase credibility of the feedback provided

Remove the “bad cop” stigma for coaches

Present objective data for incentive programs

Highlight blind spots

Encourage self-improvement and change

Keep score for contests and other promotions

11

“Weekly scorecards proved invaluable in driving performance improvement. Supervisors now have an accurate

view of agent performance and they use it for training and coaching purposes. We have been able to identify a

direct link between agent advancement and his or her scorecard.”

Mike Hull, TradeGlobal

See the case study here

12

Scorecards can be developed to measure whatever your organisation believes is important. Interaction analytics automatically monitors all contacts for abusive

language, legal disclosure, Right Party Contact Language and more. Organisations have also successfully improved their contact centre operations by using

interaction analytics to monitor for:

Examples of What Can Be Scored

Dispositioning

Rebuttals and objection handling

Upsells

Call avoidance

Long holds

Excessive silence

Whether scripts are being followed in sequence

Empathy and other sentiment

How Interaction Analytics Improve Performance Feedback

Interaction analytics scorecards provide much more information for evaluating agents than closing rates or customer satisfaction scores. Analytics-based scorecards

show each agent’s specific strengths, weakness and performance trends for dozens of measures that you can set and change as the need arises. The deep level ofinsight provided lets you target your coaching to each agent’s specific needs and abilities. Plus, because scorecards are automatically generated, supervisors canspend much less time reviewing calls and interaction transcripts, and more time working with agents.

Best-in-class contact centres are 38 percent more likely to support their agents with better data than others, according to Aberdeen Research.

Mercedes-Benz Financial Services is a great example of how better data can lead to better performance. It wanted insight about why quality scores for onegroup of agents had leveled off. The deep insight it got from interaction analytics showed that the agents were inconsistent in how they handled one commontopic on calls. Mercedes-Benz shared the results with agents, provided coaching, then enjoyed a 5 percent improvement in quality scores. “Managers could

see specifically where the agents needed help,” said Rhonda Ludbrook, agent quality manager. “Otherwise, the agent might not have received that muchattention or coaching because the overall score was good.” Mercedes-Benz shares more insights and tips in this webinar.

Simple Health used interaction analytics to learn how closely agents were following scripts and how they responded to sales objections. Automating theprocesses for capturing information and creating scorecards, reduced the average time required for a coaching session from 40 minutes to 10 minutes. Thecompany now coaches approximately 80 percent of its agents each week, when previously only 10 percent could receive extra help. Agents have becomemore effective, as the average sales closing rate has improved by 5 percent and there was a large reduction in policy cancellations. See the case study here.

“The scoring system with CallMiner is objective. That is really helpful for training and improvement. One of the

things call centre managers struggle with is when you note an agent doing something the wrong way, they always

say ‘You caught me on a bad call. I usually do it right,’ or ‘I had a bad day.’ Based on the information we get from

CallMiner, we can say to them ‘You are not consistently doing what you think you’re doing,’ or ‘You’re right. We can

see this is not typical for you.’”

700%Increase ofAgents CoachedPer Week

Nikki Noyes, Stoneleigh Recovery Associates

Lear more from the case study and webinar

13

ii

How Interaction Analytics Supports Self-Improvement

Another way interaction analytics improves performance management

is by giving agents more visibility into and control over the process.

Interaction solutions can provide personalised dashboards for agents

to see how they are performing. Agents can see the same data as their

supervisors, so there should be no surprises or awkwardness during

coaching sessions. More importantly, seeing performance data empowers

and motivates agents to improve themselves.

The effect becomes even more powerful when organisations give agents access to rankings so they can see how their performance relates to

peers. Providing accurate, comprehensive performance and ranking data

creates friendly competition and positive peer pressure that can drive

selfmotivated improvement efforts.

Scores and feedback can be delivered continuously and put into easy-to-understand dashboards for review. That means agents won’t need to wait until their next

review or coaching session, they’ll have the information they need to improve performance immediately.

14

“The personalised scorecard makes it possible to measure agent performance against key qualities linked to customer delight, such as showing empathy.

This enables the agent to make a personal commitment to improving empathy skills – and to delivering a successful call outcome. It also makes it possible

for the supervisor to support that commitment with helpful coaching.”

Excerpted from “Creating a Culture of Self-Evaluation and Improvement to Deliver Better Customer Outcomes in the Call Centre”

Download the white paper here

32%

PERCENT SILENCE

Weakening, -1s

17

AGENT QUALITY

Weakening, -9

3m14s

DURATION

Weakening, +<1s

11%

CLOSE RATE

Weakening, -1

74%

CUSTOMERSATISFACTION

Improving, +3

Efficient

CALLEFFICIENCY

Improving, +1

Integrating Interaction Analytics Into Agent Coaching Programs

Complete the performance feedback loop with

meaningful, actionable insight that both coaches and

agents can use to optimise agent performance

Analysts configure data to score agents according toyour organisation’s standards

Insight and accuracy into the performance of your workforce

Quickly find & flag coachable moments

Leverage Instant Insights

for common metrics

Identify opportunities

for improvement

Configure for specific language & behaviours

Compare groups

and agents

Build targeted scores

Score your contacts

automatically

15

Supervisor / Coach

Quality Analyst

Supervisor / Coach

How Automated Scorecards Improve QA Performance & Efficiency

16

“I am significantly more confident about what is and isn’t said on the call floor without spending all day listening to calls”

Director of ComplianceCredit Card Collection Agency

With 100 percent contact monitoring and scoring, you get a complete, in-depth picture of your customer interactions,

not just a snapshot. Because the monitoring, recording, transcription, analysis and scoring processes are automated,

you can get the complete picture of performance with less effort than it takes to manually screen and analyse a smallsampling of contacts, which is the common practice for organisations without interaction analytics.

Afni reduced the time its supervisors spent preparing to coach call centre agents by 40 percent by using contextual

data from CallMiner Eureka to pinpoint where each agent needed help. It then achieved a 17 percent improvement in the use of correct language during customer calls, a 2.8 percent increase in first call resolution and a 4 percent increase in customer satisfaction.

State Collection Service estimated that it saved 4,000 hours annually by automating performance

feedback (see the full case study here).

Sokolove Law used the time savings from automated interaction analytics to consolidate five quality assurance positions into one, which saved the company more than £155,000 annually.

How Interaction Analytics Identifies & Encourages Best Practices

Automated call scoring helps you track performance trends over time and compare relative performance across

different groups of contacts (such as agent groups or teams). That helps you to define performance thresholds oracceptable and unacceptable ranges for scores for key moments on the customer journey.

For example, British Gas used analytics to identify correlations between what its top performers did that others

didn’t do. It identified some correlations, then trained all agents on the best practices it identified. Afterwards, oneof the services for which new best practices were identified experienced a 30 percent increase in sales.

Interaction analytics is not limited to providing insight and suggestions only after the fact. Real-time analytics canmonitor the quality of interactions as they happen and can intervene with suggestions or reminders as necessary.For example, if an agent does not properly identify himself or herself, or does not make an upsell offer at adesignated point in a call, he or she could get an on-screen alert. Supervisors don’t even have to listen in on calls to find opportunities to help agents, they can receive alerts automatically if certain words or phrases are used and if other trigger conditions occur.

Providing automated, real-time guidance and decision support like that leads to higher customer satisfaction,retention and profitability. 54 percent of best-in-class contact centre operators give their agents real-timedecision assistance, compared to only 14 percent of other operators.

Interaction analytics also makes it easy to test different languages and sequences of events to determine whichare most effective for sales, customer service and other interactions prior to launching campaigns. Click here to

learn about how Open English, a language education service, improved its contact centre performance after using

interaction analytics to test script effectiveness.

17

iii

Using Interaction Analytics to Motivate Desired Behaviour

Interaction analytics monitors what you want to monitor, and can be used to encourage or discourage the

specific activities that you want to emphasise. The technology also provides a lot of flexibility in how you apply and manage motivation. For example, for common incentive programs, automated scoring and 100 percent contact monitoring provides all the comprehensive, objective data you need for incentives based on quality scores, friendliness, sales performance, etc.

The improvement in compliance is an excellent example of how the combination of scoring and motivation can be applied to drive all kinds of behaviours, not just to increase revenue. There are numerous examples of how scoring and coaching from interaction analytics have been used to target behaviours that raised first call resolution rates and reduced average handle times. Whatever you want to emphasize – specific language, time savings, customer satisfaction, empathy, etc. – interaction analytics gives you a way to measure and encourage it.

18

Delta Outsource Group made interaction analytics scores the foundation of its agent incentive program. The in-depth data allowed the company to evaluate agents on much more than their revenue production, which enabled it to award incentives based on the overall quality of the engagement. “We made compliance scores an integrated part of the incentive scheme,” said Sam Eidson, Director of Compliance at Delta Outsource Group. “As a result, if a collector earns £1,000 in performance incentives, but achieves only 80 percent on his or her overall scorecard, he or she only earns £800.” See the full case study here.

Frontline Asset Strategies (FAST), a customer care and collections service, linked its agents’ commissions to their interaction analytics scores. Agents receive a bonus to their commission for exceeding the baseline for call quality, and a deduction from commissions if their score is more than 10 percent below the quality threshold. The new compensation structure had the desired effect of making agents more conscientious about compliance, and FAST raised its overall compliance score to 98 percent. See the full case study here.

19

Gamification: An Emerging Way to Motivate

Interaction analytics is also an enabling technology for introducing gamification to contact centre operations. Gamification has proven especially effective at improving employee performance and business results at contact centres. Benefits include increased revenues from higher closing rates for sales and collections, improved compliance, faster employee onboarding by making training more fun and effective, and improved employee retention. When contact centre agents are more engaged at work, organisations can optimise their engagements with customers.

Defenders, a home services company, uses analytics-based gamification for sales contests, including a program to determine how closely its sales agents are using the optimal sales language and sequencing the company recommends. Since it began using interaction analytics, the sales force

achieved 5 percent improvement to the sales closing rate and an 18 percent rise in the company’s Net Promoter Score (NPS).

For more information about how interaction analytics can drive effective gamification, see the white paper Using Gamification to Improve Contact Centre Performance.

“Structured contests give us pretty quick engagement from our team members. We are able to

provide not only rewards, but also to provide information to our call centre teams to identify

our best agents.”

Molly SollieDefenders

Effective Agents Enhance Contact Centre Efficiency

Contact centre efficiency and quality improvements soon follow after agents begin following best practices more closely. Best practices reduce the agent-by-agentdifferences in how situations are handled, which creates a more consistent customer experience. Consistently following best practices also reduces compliance risk.Many organisations have reported impressive improvements to their first call resolution rates, average handle times, customer satisfaction scores and other contactcentre operational metrics after applying interaction analytics to inform and guide their processes.

See our white paper Achieving Optimal Contact Centre Efficiency and Performance for more information about how interaction analytics helps improve these andother contact centre performance metrics.

20

Across all industries, organisations that are leaders inusing interaction analytics have their first call resolutions rates more than three times higher than others

- leaders average 76 percent first call resolution, compared to 23 percent for followers.

Sixty percent of companies that measure FCRfor at least one year report a 1 to 30 percentimprovement in their performance.

Real Time Resolutions (RTR), a full-service mortgage servicer, debt collection and business process outsourcer, used interaction analytics to identify the difference between revenue-generating “talk time” (TT), and resource-burning “after call work” (ACW). The goal was to reduce waste and increase productivity. Interaction analytics helped uncover several issues with hold times, the amount of silence on calls and the time spent on wrap-up and administrative tasks after the call. Before interaction analytics, the company had higher average ACW times than talk times. After implementing analytics, the ratio was reversed. See this case study to learn how the program led to a 60 percent reduction in RTR’s average handle time, which enabled it to increase daily call volume by 82 percent.

Southwest Credit Systems decreased its escalation calls by 66 percent within six months and reduced its regulatory complaints by 33 percent within one year ofimplementing interaction analytics, as the company describes in this video.

Fitness equipment maker Nautilus used contact centre analytics to analyse the content of 100 percent of its calls. That insight led to process and training changesthat reduced average call times by 82 seconds after just three weeks. Nautilus calculated that its contact centre analytics investment produced full ROI in six weeks.

Aberdeen Research cited in CallMiner blog post “What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR” Accessible at: https://callminer.com/blog/first-call-resolution-benefits-challenges-examples-best-practices-improving-fcr/.

Ascent Group research cited in CallMiner blog “What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR” Accessible at: https://callminer.com/blog/first-call-resolution-benefits-challenges-examples-best-practices-improving-fcr/.

1

1

2

2

21

How Consistent Agent Performance Delivers on Brand Promise

With 100 percent contact monitoring and omnichannel support, interaction analytics helps create consistency

from agent to agent and channel to channel. That consistency helps organisations speak with one voice to

customers, which helps build a stronger brand image.

Interaction analytics can help ensure agents have all the information and support they need to serve and satisfy

the customer, regardless of the channel. The ability to provide real-time monitoring and intervention means

agents can be automatically directed to provide the next-best action. Building more consistency and support into

operations is also an excellent way to reduce compliance risk.

The experience that time share and vacation club management company Bluegreen Vacations had with

interaction analytics highlights the relationship between consistency and performance. The company was

hampered by contact centre agent attrition and used its interaction analytics solution to develop insight to

improve agent training and employee engagement.

The effort produced a 13 percent improvement in agent best practice scores. Here is where the link between quality, consistency and performance gets interesting. While best practice scores rose 13 percent, overall quality and customer satisfaction were up even more. Overall agent quality scores increased by 19 percent and customer

satisfaction rose 26 percent. Bluegreen was able to capitalise on increased customer satisfaction to grow revenue,

as sales performance rose 48 percent, which is a strong indicator of consumer confidence in the brand. Bluegreen calculated that the interaction analytics solution provided full return on investment (ROI) within one year. You can

learn more about Bluegreen’s experience in this case study and webinar.

Conclusion

The more you know about your operations, the more you can optimise them. With

interaction analytics you can know about all your customer interactions, with all

your agents, across all channels. The knowledge you can gain goes far beyond the

basics of average call times and success rates to include structured and unstructured

information that provides in-depth visibility into individual agent behaviours and

contact centre performance as a whole.

Once you have that information you are just a few steps away from making changes

that can produce dramatic improvements in agent efficiency and effectiveness, as the many examples presented have shown. Once you understand what interaction

analytics can do and how you can target the technology to your needs, it’s easy to

understand why agent productivity at intelligent contact centres is 20.2 times higher

than average agent productivity.

View a CallMiner demo or register for a free test drive today to learn more about how

interaction analytics can help your customer interactions. CallMiner’s award-winning

Eureka interaction analytics solutions can help you find your customers’ voice and optimise their journey.

22

For More Information

CallMiner is a proud provider of interaction analytics solutions for improving agent performance. With 14 years of

industry leadership and over 2 billion hours of conversations mined, we can deliver exceptional value to customers by

delivering highly effective, usable, and scalable speech analytics solutions.

CallMiner Eureka is the leading solution to improve contact centre and enterprise performance through interaction

analytics. It immediately reveals insights from automated analysis of communications between you and your

customers across multiple channels – including calls, chat, email, texts, social media, surveys and more.

Here are some resources to learn more about CallMiner, interaction analytics technology, and how they are helping

organisations improve their performance and comply with a wide range of requirements.

The CallMiner Learning Centre is frequently updated with new presentations, white papers, case studies,

videos and other material.

See solutions and resources for different roles and industries, including collections, finance & banking, BPO,

healthcare, travel & hospitality, retail/etail and others.

CallMiner’s Agent Performance Blog provides updates on new regulations and how interaction analytics is

being used to support them, including presentations and testimonials from users and guidance from experts.

This white paper provides an overview of interaction analytics technology and its value.

Learn about speech-to-text transcription.

Here’s a video on how real-time call monitoring works.

23

Aberdeen Research webinar “Next Big Thing…Intelligent Contact Centres” February 2017Omer Minkara, Aberdeen Research “Voice of the Customer: Stop Just Collecting Data, Act On It!” March 2017.Aberdeen Group “The Path to Building an Integrated VoC Program” August 2016.

i

ii

iii

©2018 by CallMiner. All rights reserved.

“CallMiner”, “Eureka”, “Eureka!”, “MyEureka”, “EurekaLive”, the “CallMiner Eureka” logo, the “CallMiner MyEureka” logo, the “CallMiner EurekaLive” logo, “Listen

to your customers. Improve your business.”, “Feedback Is A Gift”, “Listen”, “Engagement Optimization”, the “Engagement Optimization” logo, and “EO” are

trademarks or registered trademarks of CallMiner, Inc. in the United States and foreign jurisdictions. Other product names mentioned herein may be the

trademarks of their respective owners.

Website: www.callminer.com | Contact Us: +44 (0) 115 906 1142