Use scorecards to identify the most important calls to review using information, such as, silence, over-talk, and spoken words. Rather than randomly identify calls for evaluation and review, scorecards and auto evaluations can provide you insight into the 1% of calls that may matter the most.
Click2Coach with Voice and Screen Capture
Record voice and agent screens. Customizable evaluation forms to score interactions & identify areas for improvement. Drive a consistent, fair QM process to ensure agents are effective, engaged; decrease attrition while improving customer experience.
PCI and HIPAA Compliance
Adhere to PCI compliance and HIPAA mandates to not record sensitive data by pausing both voice and screen recording. Avoid fines and potential breach of trust with customers by not collecting this information nor storing it within your interactions.
Single application for Coaching and eLearning
Improve agent performance with coaching and eLearning. Create custom eLearning and best practice clips using actual interactions; deliver them directly to the agent’s desks. Send eLearning during slow times; coach your agents for free!
Speech and Data Analytics
Be alerted to trends in the contact center and with agents. Compare quality vs. productivity. Use data to find high value interactions for quality review and analytics. Use data inside the contact center and within the Enterprise.
Enterprise-Class Workforce Optimization
All the benefits of WFO without the high costs of implementation, upgrades and hardware. A multi-tenant secure cloud application including recorded voice/screen interactions, data & speech analytics, coaching, eLearning, gamification and agent tools.