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Contact UsAnalyze up to 100% of customer interactions for consistent and unbiased contact center agent performance evaluation
Contact center 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 these interactions.
Enghouse Interactive’s Automated Agent Evaluation solution enables comprehensive analysis of up to 100% of interactions – across a multitude of channels: voice, text, email, SMS, social media, and webchat. Automated Agent Evaluation uses Artificial Intelligence (AI) and Natural Language Processing (NLP) technology to analyze and score each interaction based on your specified criteria.
Instead of randomly sampling a (typically small) subset of customer interactions to review, use EnghouseAI to make your Quality Management ‘smarter’ and more thorough. Free up supervisors from spending so much time manually evaluating interactions and more time on agent development.
EnghouseAI Automated Agent Evaluation uses easily customizable scorecards that reflect your defined criteria for a positive customer experience. This means you can identify issues quickly, even infrequent ones. And with years of experience in computational linguistics, our solution will deliver a comprehensive analysis featuring sentiment, script adherence, and automatic characterization.
With years of expertise in both contact centers and Artificial Intelligence, our Automated Agent Evaluation solution is uniquely positioned to deliver accurate and consistent assessments.
Our experts know how to avoid the pitfalls of using AI in contact centers and ensure that these powerful tools are mindfully and effectively applied to automating the task of evaluating agents using all customer interactions.
Leveraging the cost-effective Enghouse-developed Transcription Service, with deep language support and high accuracy, leads to higher efficiency and a clear return on investment.
Most organizations only manage to review a small sampling of their customer interactions doing it manually. Automated Agent Evaluation enables 100% coverage.
Remove human bias and perform assessments against the same criteria, ensuring consistent and objective evaluations across all agents in all locations.
Evaluating every interaction provides a complete view of agent performance and allows better and more directed coaching and training.
Free up your supervisors to focus on management activities that require personal attention, such as agent development and training.
Well-trained agents are more engaged, informed, and positive, resulting in better service, higher first contact resolution (FCR) rates, and greater customer satisfaction.
Combine agent evaluation with live AI-based monitoring to ensure that interactions comply with industry regulations and company policies in real time, and identify items for follow-up.
Performing objective, AI-driven assessments can improve agent trust in the evaluation process, leading to higher job satisfaction. Supervisors will also be able to more easily identify and reward good performance.
With easily customizable scorecards, EnghouseAI’s Automated Agent Evaluation can quickly adapt to new evaluation criteria and changing company policies.
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