Agent Coaching & Monitoring, Agent Desktop, Agent Engagement, Agent Motivation, Agent Scoring, Agent Scripting, Analytics, Artificial Intelligence, Call Analysis, Call Recording, Contact Centre Technology, Customer Experience, Customer Feedback, Customer Satisfaction, e-Learning, Engagement, Performance Management, Process Analysis, Quality Management, Quality Monitoring/Reporting, Real Time Recurring (Tokenisation), SaaS, Sales Performance, Software Solutions, Surveys, Technology
As former contact centre managers ourselves, we know how hard it is to consistently deliver great customer service in an environment of metrics, optimisation and repetition.
We understand the frustrations of having to manage complex spreadsheets, interpret unwieldy management reports, and the struggle of using software that doesn’t really work. That's why we created EvaluAgent®.
To turn Quality Management into more than a tick-box exercise and help make contact centres home to a great customer experience.
Everything you need to evaluate, coach and engage your customer service and sales teams
Maintaining consistency as your customer service team grows can be a difficult task. A task made even harder when your Quality Management Software isn't up to the standard it should be. Lucky for you - you've just found EvaluAgent.
Using Excel spreadsheets to manage contact centre quality has had its day.
It's suggested that up to 42% of people are relying on spreadsheets to manage their quality. Relying on them leads to lower quality scores and lower agent engagement - let alone the hours spent producing inaccurate reports that are quickly out of date.
EvaluAgent is a cloud-based quality and improvement platform that allows your team to score customer service interactions, quickly review and suggest improvements to agent performance, and produce detailed operational reports; in record time and all from one place.
Evaluate & Engage
Build unlimited scorecards and start to evaluate interactions across every contact channel.
Send results and feedback to agents in real-time and watch as they become more engaged and capable of delivering a superior customer experience.
Report & Audit
Generate intuitive reports with just one-click. Quickly identify which agents, behaviours or processes need more attention.
Use EvaluAgent to demonstrate your impact and reduce compliance breaches.
Coach & Improve
Identify opportunities for improvement, build coaching forms and coach agents with both customer and compliance in mind. Develop a culture of learning that leads to employee engagement and better conversations.
Speed up the evaluation process, remove selection bias and bring together your data sources. EvaluAgent works as an independent platform or integrates with your favourite systems. Natively, or via an open-API.
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