Confident
Listen to audio interactions while looking at the screen recording to asses how the request was handle. Obtain first hand information you can use to properly train and coach your agents.
Listen to audio interactions while looking at the screen recording to asses how the request was handle. Obtain first hand information you can use to properly train and coach your agents.
Our audit planning system allows you to schedule review and services analysis based on set criteria and behavior inherited from previous reports.
Our system enables skill-based evaluation with easy to use templates. The lengthy and tedious evaluation of agents performance is greatly simplified letting you focus on the most important: coaching and preparing your workforce to keep your customers happy.
An advance video and screen playback interface allows you to add localized notes, markers and labels. Quality analyst and agents can then focus on the key sections being it for performance evaluations, self-coaching or compliance.
A skills & service objectives analysis system allows you to report the result of evaluation and quality assessments. While it is key to understand each agent improving points, it is even more important to identify trends on your call centre highlighting the need for training or strategy modification.
Rather than listening to hours and hours of conversations our speech based analysis engine transcribes audio interactions to search for keywords or seek for behavioral patterns based on pre-established criteria. In combination from other already text-based channels, the amount of useful information became priceless.