Take your contact centre to the next level
On average, fewer than 5% of customer interactions are ever evaluated. This means contact centres miss out on valuable business intelligence and learning opportunities. This is because rating agent performances requires lots of manual effort and considerable time.
Call and screen recording and live agent monitoring tools, supervisor-led advisor evaluations, and coaching systems – all require lots of resources. Moreover, analysing such small samples, often in fast forward mode, makes it hard to be fair and accurate. Unsurprisingly, this is one of the largest contributors to call centre employee dissatisfaction and high turnover rates.
Enghouse SmartQuality uses Artificial Intelligence (AI) and Natural Language Processing (NLP) to evaluate advisor in handling customer interactions – across all channels. Helping you to deliver a better customer experience overall, exceed customer expectations.