What is SmartQuality?
Contact Centre Supervisors spend considerable amounts of time and effort rating agent performance. This is why, for example, they only manage to analyse around 5% of call recordings of customer interactions on average.
Analysing such small samples, means that is almost impossible to be fair and accurate. Unsurprisingly, this is one of the largest contributors to call centre employee dissatisfaction and high turnover rates. Enghouse SmartQuality to the rescue!
Enghouse Interactive’s new agent evaluation application, SmartQuality, enables comprehensive analysis of up to 100% of interactions – across all channels. It uses Artificial Intelligence (AI) and Natural Language Processing (NLP) technology to enable unbiased evaluation of voice, email, and SMS.
Why use AI-Enabled Agent Evaluation?
Enghouse SmartQuality delivers tangible improvements:
Enables evaluation of up to 100% of interactions
Automatically identifies interactions that fall above and below KPIs
Uses advanced analytics to detect multiple themes and risks
Delivers impartial, objective and consistent interaction reviews using AI
SmartQuality Launch Webinar
Product Director, Enghouse Interactive
Global President, Enghouse Systems
MD NA, Enghouse Interactive
CTO, Enghouse Interactive
Don’t forget your complimentary whitepaper by ContactBabel:
How AI-enabled Agent Quality Assessments Optimise Contact Centre Performance
Quality assurance (QA) has long been at the forefront in the battle to improve contact centre performance and customer experience.
There are many experienced quality managers and supervisors working in contact centres and call centres today. And most of these operations have thousands if not millions of interactions stored – voice, email, and SMS.
However, contact centres are missing out on huge opportunities to improve performance and gain insight. This is because most of these stored customer interactions are never used or evaluated.
To counteract this problem, companies are increasingly using AI-enabled agent quality assessment to transcribe and analyse all interaction recordings.
Download this whitepaper to learn more about what other organisations are thinking. See how you can benefit from consistent and objective AI-enabled agent quality assessment in your contact centre.
Wish to learn more about SmartQuality?
Download this brochure to know why you need to use AI-Enabled Agent Evaluation and learn how you can deliver tangible improvements using AI in your contact centre.
AI-Enabled Agent Evaluation
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About Enghouse Interactive
Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact centre software, services and video solutions, serving thousands of customers for over 35 years. EI solutions enable customers to deliver winning customer experiences by transforming the contact centre from a cost centre into a powerful growth engine.
Enghouse Interactive’s core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to EI’s reputation for consistently honouring its commitments to its customers, staff, partners and investors. Choice is reflected in the unparalleled breadth of its CX portfolio, which enables customers to choose from a wide array of solutions, whether deployed on-premise, in the cloud or on a hybrid platform. By leveraging a broad range of technologies and capabilities based on open standards, Enghouse Interactive simplifies the advanced integrations customers require.
Respecting local regulatory requirements, and supporting any telephony technology, Enghouse Interactive ensures that its customers can be reached by their customers – anytime, anywhere, and via any channel.