Improve call center agent performance and optimize skills and engagement

Agent Improvement

Improve call center agent performance and optimize skills and engagement

Minimize wasted time. Optimize knowledge absorption. Maximize retention. Improve both customer and agent experiences.

Why focus on call center agent training, skills optimization, and evaluation?

Because a sustained and structured commitment to training reduces turnover, increases profits, and improves customer and employee experiences, satisfaction, and willingness to recommend your products and services to others.

By training employees from the moment they join, organizations will automatically increase agent engagement by demonstrating the level of investment the organization is willing to make to ensure collective success.

As a result, the organization will further benefit from increasing first call resolution (FCR) rates, and improving the customer experience (CX), which results in reduced costs.

Agent Improvement Solutions

The Advantages of Enghouse Agent Improvement Solutions

Highly Flexible

Easily adaptable to any training situation or need.


Provides a complete range of capabilities to help better onboard new agents, accelerate ongoing development, and enhance their skills and expertise in new areas.


Cloud-based solutions are accessible when and where needed, using any device.

Complements a wide range of other technologies

Deployable with other training and workflow management technologies (WFM, WFO) to deliver training during downtimes or on a standalone basis.

Partner Ready

Solution developers, independent software vendors (ISV), value-added resellers (VAR), and System/Solution Integrators (SI) can easily add video training capabilities to their offerings, without the need to develop their own applications.


Which Enghouse Agent Improvement Solution is right for you?



HD video-based education delivering increased agent development.

SmartQuality product


Comprehensive, consistent AI-enabled agent evaluation.


Enghouse Solutions

Artificial intelligence

Artificial Intelligence

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


Workforce Management

Optimize agent resources, simplify PTO management via desktop or mobile devices. Ensure full coverage 24/7/365. More…

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Agent Improvement
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