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.