Evaluate interactions in a way that reveals how your agents are really performing across every channel. EvaluAgent Quality Monitoring & Coaching allows you to identify opportunities for improvement, and coach agents with both customer and compliance in mind.
Coaching isn’t just about improving skills. Unlike other call centre coaching solutions, EvaluAgent focuses on the behaviours that foster productivity and engagement. Quickly identify opportunities for improvement by using previously-evaluated contacts and other performance metrics as the basis of your coaching sessions.
Truly effective coaching comes from involving agents in conversations and giving them access to results and feedback in real-time. Give agents visibility into their performance to promote ownership, and involve everyone in calibration sessions to create a common understanding of quality across the organisation.
Typical quality monitoring reports are difficult to understand, and often contain too much information. EvaluAgent generates intuitive reports focused on the key information you need to quickly identify which agents, behaviours or processes need attention.
Highlight individual items on your evaluation forms to focus on specific high-risk elements. With a suite of pre-designed reports, it’s easy to build trust and demonstrate regulatory compliance.
Instantly guide agent performance or praise positive action by sending immediate feedback straight to an agent’s desktop. The ability to interact quickly means issues can be swiftly addressed.
With EvaluAgent, all feedback and coaching is tracked within a single, shared view, where agents have instant access to information that’s crucial to their progress.
We’ll help you make the most out of EvaluAgent Quality & Coaching with your own dedicated Support Manager. We provide a personalised onboarding and rollout plan to help you get started in no time, and ongoing support once you’re up and running
Whether you need assistance using the software or have a few questions about how to engage your agents, our expert team is at hand. Simply get in touch at any time using our online helpdesk.
Our library of helpful user guides, playbooks and other resources means you’re always updated with the latest in Workforce Engagement. We provide you with all the management hints and tips you need in order to measure and improve what matters most.