Advanced query tools, with automated scoring, graphic visualisation and a wide range of search criteria including data generated from speech analytics, desktop analytics and customer feedback, make it easy to select calls to evaluate. It enables managers to quickly identify urgent quality issues such as agent knowledge gaps, process inefficiencies or sales ineffectiveness and take immediate action.
- Integrated coaching system for rapid agent feedback and communication.
- Integrated calibration tools for consistent evaluation staff scoring.
- Location-free replay and evaluation for centralised and decentralised operations.
- Multi-tenancy support for outsourcing businesses.
- Wizard-driven forms development for easy support of all evaluation types.