Deliver highly targeted, semi-automated training and coaching programs that improve both the agent and customer experience – all while significantly reducing admin overhead and retaining human and HR oversight.
Access real-time insights to use for coaching, tracking KPIs, and verifying ROI.
Integrated WFM
Save time on routine admin with smart Workforce Management platform integrations.
Built-in HR rigor
Benefit from easy access to documentation that supports your HR processes and provides an audit trail.
Automated learning
Use interaction insights to auto-trigger relevant lessons and learning paths for agents needing more support.
Drive performance improvement
Leverage actionable insights and streamlined workflows to engage, support, and enhance your team’s performance with ease.
Make informed decisions with flexible, robust performance reporting
Improve agent performance across interactions: AI-automated insights help you deliver relevant improvement actions, enhancing overall agent support.
Leverage Agent Profiles: Quickly access key performance metrics, feedback, and actions, facilitating agent development and reducing time spent navigating multiple reports.
Dynamic reporting groups: Enjoy total flexibility with custom performance tracking, whether for new starters or a multi-site organizational structure.
Customizable dashboards: SmartView dashboards help you easily track the metrics and KPIs that matter to you.
Validate your ROI: Trend and compare inputs like QA, feedback, and coaching against outputs such as productivity and QA scores.
Enjoy a truly joined-up approach with evaluagentCX’s seamless integration into WFM platforms
Streamline workflows: Automatically retrieve WFM calendars to identify offline periods for development, through integrations like Injixo and Assembled.
Scheduling and syncing: Schedule coaching sessions or 1-2-1 meetings directly from reports or specific evaluations. Manage long-term goals across multiple meetings with ease thanks to 1-2-1 Plans.
HR rigor: Documented meetings, captured interactions, agreed-upon actions, and participant acknowledgment provide a thorough paper trail.
Streamline training and maximize engagement with a comprehensive eLearning & LMS platform
Manage coaching consistently: Get started with best practice meeting templates or build your own agendas to ensure 1-2-1s are consistent across the business.
Create engaging training material: Built-in online lessons, quizzes, and learning paths eliminate the need for additional authoring tools.
Streamline training processes: Integrated workflows simplify enrolment, so courses can be assigned seamlessly as part of a 1-2-1 or a standalone action.
Auto-trigger lessons: Deliver proactive and personalized learning interventions when a pre-configured low-performance threshold is triggered.
Tracking and reporting: Easily track lesson assignments and completion rates to demonstrate the return on investment from training initiatives.
Product Tour
Support your agents with targeted help
Discover how evaluagentCX’s intuitive reports swiftly identify agents needing help, and how coaching and training seamlessly integrate with Workforce Management systems for efficient scheduling.
Discover how AI-powered QA and automated agent improvement could work for you! Explore in your own time with a product tour, or get booked in with one of our expert team for a tailored approach.
