Well-trained, motivated agents improve service levels, positively affect customer satisfaction, and can lift an entire contact centre team’s spirit.
Agent score cards are an easy-to-use feedback tool that help managers to deliver objective employee evaluations. Agents can access their evaluations in real-time to help unfold their full potential and become more productive.
Monitor quality and coach your agents, wherever they are located. Identify areas for training, assess quality processes and generate insights to continually improve the customer experience.
Engaged and loyal employees contribute to reduced agent turnover and increase contact centre efficiency.