Latest Contact Centre News

Revolutionary AI-Enabled Agent Evaluation

Wed
14
Jul2021

From 02:00PM until 03:00PM

 

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