Contact Centre Supervisors spend considerable amounts of time evaluating agent performance. But with thousands of hours of recorded agent-customer interactions, studies have shown that, on average, they analyze less than 5% of agent-customer interactions.
Enghouse Interactive’s agent evaluation application, SmartQuality, enables comprehensive analysis of up to 100% of interactions – across a multitude of channels – voice, text, email, SMS, social media, and webchat. SmartQuality uses Artificial Intelligence (AI) and Natural Language Processing (NLP) technology to enable unbiased, comprehensive, and consistent agent evaluation.
Instead of randomly sampling calls to review, use AI to make your Quality Management ‘smarter’. Free up your supervisors from spending so much time listening to calls. Ensure that your scorecards are less subjective and more objective. Leverage your agent interactions to develop Voice of the Customer (VoC) and Voice of the Employee (VoE) insights.
Using AI, easily evaluate all customer interactions against defined criteria representing a positive customer experience. This means you can assess up to 100% of interactions, making it easy to identify issues, even infrequent ones.
Use AI to identify the best recordings for supervisors to review. This will reduce the amount of time spent searching for coachable moments among the ‘average’ interactions. Instead, your managers and supervisors can focus their time on higher-value interactions, issue resolution, and agent coaching.
Manual advisor evaluation is prone to human bias, so this requires ongoing calibration. However, AI is impartial, objective, and consistent when reviewing interactions. Completing scorecards based on objective evaluation criteria, which means supervisors only need to review completed scorecards to provide human input, on an exception basis.
Supported by the speed and availability of affordable processing power, learn more about how AI can take customer contact far beyond what is feasible now.
For IT and business leaders, quickly finding a successful CX strategy can be a huge competitive differentiator. Metrigy’s real-world metrics from leading organizations, will show how to drive measurable CX improvements.