Reinventing Performance Management
Agent Performance Analytics provides an efficient alternative to non-automated systems. This automated reporting interface generates reports on all recorded customer interactions, providing you with crucial data you can act on to better improve customer experience. The only thing you must do is customize the evaluation form to reflect your company’s needs and policies, then let the system do its magic.
Using intelligent and customizable evaluation forms, advanced call filtering systems, and a user-friendly interface, the Agent Performance Analytics system will help you reduce operational costs while improving call center optimization.
With automated quality assurance, you can boost employee perception of quality control while saving money on operational costs.
Our technology will help you provide:
- Objective agent performance evaluation
- Operational excellence
- An optimized learning process with sophisticated data
Features of Agent Performance Analytics:
- Detailed filtering options for identifying relevant content
- User-friendly interface
- Flexible, adaptable, and intelligent evaluation forms
- Rule-based interaction between evaluation form elements
- Centralized management and comprehensive role management
- Agent scorecards
- Rich and easy to use reporting interface and dashboards
- Integration with Speech Analytics
- Integration with First Call Solution Analysis (FCR Analytics)