Deliver the highest quality by focusing on your agents. Create unlimited powerful scorecards in minutes with custom features and flexible options. Ensure smooth automation of your Quality workflows with our Workloads tool. Receive uniform scoring and consistent evaluations across all teams and analysts through our Calibration solution. Identify problems leveraging our reporting - filtered by team, scorecard, question, agent, analyst etc. Easily deliver feedback to agents via notifications and agent dashboards for full transparency and accountability
Go beyond problem identification to problem prevention by delivering consistent, automated coaching, tied directly to quality results. Standardize coaching across all teams with formalized coaching processes and templates. Receive automated coaching recommendations based upon evaluated interactions. Utilize Coaching stats dashboards to get overview of what coaching has been assigned and completed. And, unlock equal coaching opportunities for all with text, images, and video coaching modules in individual or templatized form.
Recognize and reward agents beyond Quality scores. Recognize agents with badges and leaderboards. Award points for various activities such as creating Community posts, signing evaluations or completing coaching sessions. Create a virtual water cooler with Communities. Enable agents to share best practices and meld together as a team regardless of their location.
EMEA - Europe, APAC - Asia Pacific, Latin America, Middle East and Africa, North America
Financial Services & Insurance, Retail & Consumer Goods, Healthcare & Life Services, E-Commerce, Retail & Consumer Goods
Agent Productivity, Workforce Optimization, Workforce Management, Quality Management, Agent Coaching & Performance
Commercial, Enterprise, Strategic