Home > White Papers > Featured White Papers
Automated Contact Center Scorecards
The world of the tired supervisor who sits and listens to hours of recorded calls, only to be told by an agent that their feedback ‘is not fair’ because they have picked their only bad call from that week, is over. The seemingly impossible task of listening to 100% of customer conversations can now be a completely automated and objective process.
Learn top tips on modern quality monitoring and how you can:
- Provide accurate, timely and consistent feedback to agents
- Perfect coaching sessions and drive performance improvements
- Review specific criteria against enterprise initiatives, in one simple view
- Gain extensive insights on % silence, AHT, call outliers and more to facilitate cross departmental optimization