Advanced Quality Management
automatically systematizes agent performance evaluations based on metrics, like script adherence and hold/silence duration. We also offer manual evaluation tools better for subjectively evaluating behaviors, like empathy and active listening.
is an important for organizations with a diverse or international customer base that are seeking to improve the customer experience and CSAT.
automatically generates reports on calling data (e.g., call counts by topic, trending queries, word analysis) daily, weekly or monthly. The feature emails these reports as XML files to relevant departments or the data can be posted to a dashboard. Some organizations may even choose to put data on a wallboard to enhance transparency.
such as cross-talk time, silence time and talking time. Many organizations also find it important to monitor interruptions – finding trends in the number of times their agents interrupt customers during conversations.