QA leaders benefit from evaluagentCX, gaining laser-focused and accelerated QA, retaining the right level of human oversight to keep agents engaged, and driving continuous improvement. Ensure operational efficiency, while adding real value value to your operation, delivering a significant ROI.
Explore a more efficient, highly-targeted approach to QA that balances AI and automation with human oversight to enhance agent engagement and operational value.
evaluagentCX monitors and analyzes 100% of conversations across all channels identifying friction points impacting customer experiences and your bottom line. These insights can be shared with the wider business and tied directly to automated QA workflows that surface the ‘must monitor’ interactions (positive and negative) for the QA team’ to evaluate and take measurable action.
evaluagentCX embraces a co-pilot approach, automatically analyzing each interaction and identifying critical or “high-risk” conversations to be routinley assigned, interactions are swiftly scored, offering oversight through AI coaching tips and rationale. Review, approve, or make any necessary amendments before publishing and sharing results – striking the perfect balance between automation and human touch.
evaluagentCX’s gamified leaderboards create friendly competition among top performers and those showing improvement. Stay ahead of performance dips with configured auto-alerts, providing timely support to agents. Empower your team through a transparent appeals system, allowing them an active role in your QA program.
Make learning enjoyable, accessible, and convenient, promoting self-learning. Combine courses with gamification for maximum motivation and knowledge retention. Auto-assign lessons for automated agent improvement, enhancing engagement with points, badges, and leaderboards. Formalize achievements with branded certificates, and keep everyone on track with assigned due dates and reminders.
Identify if agents adhere to procedures, policies, and talk-tracks, critical in regulated industries. Our automated QA process routinely assigns high-risk interactions, preventing manual oversight and enabling timely intervention to avoid business damage and costly fines.
Get the whole picture with data across agent performance and evaluator performance. Quickly identify what needs urgent attention enabling you to track how your QA efforts positively impact your business KPIs overtime,
Throughout Europe, North America and Asia-Pacific.
See your AI-powered QA and Automated Agent Improvement Co-Pilot that uses intelligence from every interaction to understand, elevate and differentiate your Customer Experience at scale.
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