AGENT Scorecard
Automatically review 100% of your agent calls without listening to a single recording.
Evaluating customer interactions is a critical activity for contact centers. Although manual evaluations provide insight into agent performance, assessing 100% of customer interactions produces even greater intelligence.
The Agent Scorecard uses Speech Analytics technology to quickly measure the performance of your agents.
An Automated Quality Management (AQM) tool, the Agent Scorecard:
- Provides comprehensive quality management scores – minus the extra personnel & cost
- Identifies training opportunities to improve agent performance
- Delivers baseline individual and team performance scores
- Improves understanding of performance scores with an expanded sample size