CallMiner
Case Studies
Sokolove Law CallMiner Interaction Analytics Delivers Higher Call Center Quality at Lower Cost for Law Firm
Overview
Sokolove Law CallMiner Interaction Analytics Delivers Higher Call Center Quality at Lower Cost for Law FirmCallMiner |
Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration | |
Data Science Services System Integration | |
Operational Impact
The CallMiner Eureka platform raised the quality and efficiency of Sokolove’s contact center operations. | |
The work previously performed by five quality assurance analysts is now completed by one, thanks to the time saved from automatically monitoring and scoring each call and reporting notable results. | |
The myEureka performance feedback portal provided fair, impartial scoring of all interactions, alleviating the subjectivity they felt occurred in their former manual QA process. | |
Quantitative Benefit
Reduced QA staff by 80%, saving $200,000 in the first year. | |
Analyzed 100% of calls, up from a fraction of calls with the manual process. | |