CallMiner Maximize ROI with Eureka Playbooks User Guide

CallMiner Maximize ROI with Eureka Playbooks

Product Information: Eureka Playbooks

Eureka Playbooks are a series of guides developed by CallMiner to help users get more value out of Eureka. These playbooks provide step-by-step instructions for utilizing Eureka content, both out-of-the-box and custom, to achieve quantifiable ROI. The playbooks align with specific business drivers, including Call Center Efficiency, Customer Experience, Performance Management, Sales Effectiveness, and Risk and Compliance. Each playbook is a detailed guide for how to get value out of the Eureka system, with step-by-step instructions on how to define the problem, measure it, analyze its root cause, identify areas to improve, and then control the corrective action to calculate your ROI.

Product Usage Instructions

To use Eureka Playbooks effectively, follow these steps:

1. Identify your organizational goals and determine which playbook aligns with those goals.
2. Review the playbook’s pre-requisites to ensure you have the necessary tools, metadata, or resources required to execute the play.
3. Follow the step-by-step instructions provided in the playbook to achieve your desired ROI.
4. Measure and analyze the results of your actions to ensure you have achieved your desired ROI.

Key Eureka Plays Based on Use Case

Eureka Playbooks are organized by use case. Below are some key plays based on each use case:

Use Case: Contact Center Efficiency

• ACW Reduction
• AHT Reduction
• Call Deflection
• First Call Resolution
• IVR Optimization
• Lifetime Customer Value
• Silence Reduction
• Customer Churn Reduction
• Customer Satisfaction Increase

Use Case: Performance Management

• Agent Attrition
• QM Effectiveness
• Sales/Collector Effectiveness
• Collection/Revenue (potential) Increase
• Marketing Effectiveness
• Sales Revenue (Potential) Increase

Use Case: Risk and Compliance

• Business Process Compliance
• Consumer Fraud Detection
• Legal Regulatory Compliance
• Targeted Agent Coaching Playbook
• Targeted Agent Coaching Scorecard Compliance-Specific
• Targeted Agent Coaching Scorecard Agent Quality Score Objective Call Scoring QM Sampling QM Automation Hold Adherence Collector Effectiveness

By following the instructions provided in the Eureka Playbooks, you can achieve your desired ROI and improve your business results.

Eureka Playbooks Help You Get More Value Out Of Eureka

The Playbooks
CallMiner has developed a series of Eureka Success Playbooks to provide step-by-step instructions for utilizing Eureka content (both out-of-the-box and custom) to achieve quantifiable ROI. The Playbooks align to specific business drivers, including:

Each playbook is a detailed guide for how to get value out of the Eureka system, with step-by-step instructions on how to define the problem, measure it, analyze its root cause, identify areas to improve, and then control the corrective action to calculate your ROI.

Run the Right Plays for your Team Goals and Talent
Much like how a sports team relies on a playbook to determine the appropriate approach or “plays” to execute to attain their win, the Eureka playbook contains various “plays” that your organization’s analysts can execute with the content found within the system to achieve ROI. Each play also has pre-requisites – what tools, metadata, or resources are required to execute the play, along with a desired end state or ROI payback. The plays themselves are oriented towards and optimized for each of the different levels of analyst: beginner, intermediate and advanced.

Eureka Playbooks at a Glance
CallMiner’s Eureka Playbooks are a series of guides for how to more effectively use Eureka to achieve your key ROI and efficiency goals.

Advantages

• Run only the plays that best fit your business
•  Jumpstart your efforts to generate custom content using playbooks examples
• Easy-to-follow instructions guide you through entire process
• Real-world ROI value calculated and justified for each play

Features

• Variants for beginner, intermediate and advanced analysts
• Utilize a combination of out-of-the-box and custom content
• Created by CallMiner expert analysts based on real customer feedback and analytics
• Interactive workbooks that include detailed step-by-step instructions and ROI calculators

Our customer are saying
“The step by step instruction provided by the playbooks take the guess work out of leveraging CallMiner to help drive business results.”

Key Eureka Plays Based on Use Case

Playbook
 |  | Targeted Agent Coaching Scorecard
 |  | Compliance-Specific Targeted Agent Coaching Scorecard
 | QM Effectiveness| Agent Quality Score
 |  | Objective Call Scoring
 |  | QM Sampling
 |  | QM Automation
 |  | Hold Adherence
Sales/Collector Effectiveness| Collection/Revenue (potential) Increase| Collector Effectiveness
 |  | Payment Ask Score
 |  | Collection Objection Buster
 |  | Payment Negotiation
 | Marketing Effectiveness| Branding/Campaign
 |  | Competitor Research
 |  | Customer Profiling
 | Sales Revenue (Potential) Increase| Cross- Sell/Upsell Offer Rate and Uptake Analysis
 |  | Sales Effectiveness Score
 |  | Sales Lead Score
 |  | Sales Objection Buster Analysis
 |  | Best Time to Call Analysis
Risk and Compliance| Business Process Compliance| Business/BPO Compliance
 | Consumer Fraud Detection| Fraud Discovery Analysis
 | Legal Regulatory Compliance| Cease & Desist
 |  | Risky Calls Score
 |  | Disclosure Analysis
 |  | Mini Miranda Analysis
 |  | Compliance Score
 |  | State Law Requirements- Collection
 |  | PCI Risk Mitigation
 |  | Targeted/Nuclear Redaction
 |  | TCPA Risk
Use case| ROI Metrics| Plays
---|---|---
System Efficiency & Maintenance| CAT Accuracy| Finding Aliases for Company Name
 |  | Category Accuracy Tracking
 | Call Reasons| Step-by-Step Workbook
 |  | Guided Review
 |  | High Level Overview
 | Supplemental Playbook Materials| Downloading Xchange Content
 |  | Turning OOTB/Xchange CATs
 |  | Creating Custom Content
 |  | Generic Discovery Exercises
 |  | Category Accuracy Tracking
 |  | Finding Aliases for Company Name
 |  | Call Driver Discovery
 |  | Advanced Weights
 |  | Configuring a Score
 |  | Analyzing Score Results
 |  | Creating Tags
 |  | Using Tags for Workflow
 |  | Creating an Observation Report
 |  | ROI Calculator Use

Try out a playbook today!
Playbooks can be downloaded by all active CallMiner customers via the CallMiner community site, known as CallMiner Customer Connect. Just go to community.callminer.com, search on “Playbooks” to find the dedicated community page – then download one or more plays to begin maximizing your ROI right away!
For more details about the Playbooks please contact your CallMiner Sales Director or Customer Success Director. Also be sure to visit us at www.callminer.com or reach out via community.callminer.com.

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References

• Home - CallMiner Customer Connect
• Conversation Intelligence for Customer Experience

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