Forecast, schedule and track adherence of employee schedules to ensure the right number of people with the right skills at the right time.
Keep a continuous record of all voice and screen agent interactions from popular ACDs using AES 256 bit encryption to secure transmission and storage.
Draw on all important sources of quality – including supervisors, QA analysts, customers, speech analytics – when gaging the quality of voice and text-based customer interactions.
The customer is the ultimate judge of quality – be sure to measure consumer feedback in an efficient and effective way that leads to happier outcomes.
Bring together multiple sources of data for analysis that not only reveals employee and contact center operational challenges and achievements but helps inform corrective action.
Go full circle from automatically identifying performance issues and directly verifying problems via call recordings to recommending specific coaching actions and later re-evaluation of agent performance.
Automatically or manually assign packaged training sessions to agents and teams based on performance evaluations.
Transform agent conversations into a rich repository of actionable insights that fuel individual, team and operation-wide performance improvements.
Unlock the vast storehouse of information that exists right on the agent desktop to understand the ‘how, what and when’ of agent activity – then pinpoint and remove productivity bottlenecks.
Optimize the workforce across the entire enterprise – not just the front office – by making the most of critical back office operations that help keep the front office honest.