AI-enabled Agent Evaluation - Enghouse Interactive

Extract Actionable Insights to Empower Your Agents and Improve Your CX

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.

Deliver Tangible Improvements with AI

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.

AI-Augmented Interaction Analysis

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.

AI-Directed Call Reviews

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.

AI-Driven Scorecards

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.

Advantages

The Advantages Of Enghouse Interactive's AI-Enabled Agent Evaluation Solution

Evaluate More Than Ever Before

Overcome time and process-related limitations – evaluate 100% of all Agent interactions

Enhance and Maximize Workflows

Easily implement automated evaluations without disrupting existing processes

Ensure Consistency - Across the Organization

Consistent, timely and documented evaluations - regardless of Agent or Supervisor personalities

Unlocks Voice of the Employee (VoE) Insight

Information gathered from all customer interactions provides data on staff sentiment

Features and Benefits

Top 5 Benefits of Enghouse SmartQuality

Remove Bias

Humans have subjective points of view that can be applied unevenly. AI reduces subjectivity in the advisor evaluation process.

Improve Agent Engagement

More objective evaluation and better-coached agents are more motivated, engaged, and better equipped to handle each interaction and deliver a positive outcome.

Deliver Winning CX

More engaged, informed, and positive agents deliver better service and higher first contact resolution (FCR) rates. Getting it right the first time means agents don’t need to handle the same query multiple times.

Boost Supervisor Productivity

Free up your supervisors to focus performance reviews where they are needed most. Allocate more time to higher-value management activities.

Increase Revenue & Profitability

Develop a better understanding of what customers want and value, while efficiently completing agent evaluations, optimize coaching, and improve FCR.

Complementary Enghouse Solutions

Recording and Quality Management

Protect your customers and your organization with HD call recording, keyword indexing, timestamping, and encryption. Quality Management helps optimize agent coaching, training, and performance.

Analytics

Used as a call center quality-monitoring program to continually assess the performance of your underlying applications, and infrastructure.

Artificial Intelligence

Listen, Understand and Act on what your customers are saying. Optimize processes, services, and solutions based on real customer inputs.

Survey Management

Gather “Voice of the Customer” feedback efficiently and effectively via industry-leading survey capabilities. Enhance Customer Journey data gathering and analysis to improve AI.

Deployment Options

Enghouse Interactive solutions offer multiple deployment options – choose the one that’s right for you!

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Artificial Intelligence AI-Enabled Agent Evaluation

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Enghouse Resources

Analyst Report

Analyst Reports and Whitepapers

US ContactBabel: ICG – AI, Chatbots and Machine Learning – June 2020

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.

Whitepaper

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Comprehensive, Consistent AI-Enabled Agent Evaluation