Increase satisfaction and service excellence with quality management coaching to improve agent skills and augment interactions.
Via goal-setting, performance assessments, service recognition, and constructive feedback, we help agents continuously grow.
We monitor handling time, resolution, satisfaction ratings, and compliance to improve service and address performance gaps.
By analyzing metrics and KPI reports, we pinpoint trends, assess performance against set goals, and inform data-driven decisions to enhance service.
Simplify processes, reduce expenses, and enhance performance with scheduling, resource allocation, and workload management maximization.
Supervisors survey employee activities, including logging in/out, breaks, and idling to address deviations and optimize resource allocation.
To evaluate performance, identify coaching needs, and ensure guideline compliance, we review all agent interactions.
Our partnership with Observe.AI provides 100% visibility into cross-channel customer conversations, surface trends, opportunities, and risks.