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 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 analyze and score each conversation based on your specified criteria.
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 and more time on agent development. Ensure that your scorecards are less subjective and more objective..
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.
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.
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 means supervisors only need to review completed scorecards to provide human input, on an exception basis.
Overcome time and process-related limitations – evaluate up to 100% of all Agent interactions.
Easily implement automated evaluations without disrupting existing processes.
Consistent, timely and documented evaluations – regardless of Agent or Supervisor personalities.
Free up your supervisors to focus on higher-value management activities.
SmartQuality automatically identifies interactions that fall above and below KPI’s, creating a bias-free scoring system. Moreover, while humans have subjective points of view that can be applied unevenly, AI reduces subjectivity in the advisor evaluation process.
More objective evaluations and better coaching results in agents being more motivated and better equipped to handle each interaction and deliver a positive outcome.
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.
Protect your customers and your organization with HD call recording, keyword indexing, timestamping, and encryption. Optimize agent coaching, training, and performance. More…
Gather “Voice of the Customer” feedback efficiently and effectively via industry-leading survey capabilities. Enhance Customer Journey data gathering and analysis to improve AI. More…
Enghouse Interactive solutions offer multiple deployment options.