BPA Featured Article

CallMiner Releases Eureka Success Playbooks

By Maurice Nagle, Web Editor
October 30, 2017

NFL players guard their playbooks under lock and key, as hidden within those pages is the key to victory over the course of the season. This secret sauce, if you will, is best practice for operations. Companies are tasked with creating a game plan, and following it to better business results, and a booming bottom line.

At the recently concluded LISTEN 17 Conference, CallMiner (News - Alert) announced the release of a number of playbooks of its own – Eureka Success Playbooks. The playbooks portray best practice for Eureka users through an ongoing series of ROI-focused, in-depth guides to promote better business results.

“Our training efforts at CallMiner are focused not only on how to use the Eureka solution, but also guiding our clients on how to produce repeatable and measurable ROI from various call metrics,” says Anne Dawson, Director of Customer Acceleration at CallMiner. “The Playbooks provide step-by-step guides at the beginner through advanced level which can be tailored to a client’s specific industry. We setup the Playbooks to cover the most common use cases that help clients to perform better or reduce risk while achieving quantifiable results.”

This initial run of Eureka Success Playbooks includes five prominent business topics: Risk and Compliance, Call Center Efficiency, Sales/Collector Effectiveness, Customer Experience and Performance Management. The guides walk users through five phases.

First define relevant metrics like cost-per-call then determine what content should be included. Next comes analyze, where the playbook explores a number of Eureka tools to deliver optimal insight. Once the analyzing is completed, companies can look to ways to improve via actionable insight. Finally, this is an ongoing process of monitoring metrics to evaluate actions taken and continue to move toward ROI realization.

Analytics offer an unparalleled level of insight and by taking tact similar to what CallMiner suggests sets a firm up for success today, and continued growth into the future.

What call recording solution is your company using? 

Edited by Mandi Nowitz


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