Spoken offers suite of performance management and quality assessment tools for full insight into the agent experience.
The key to understanding contact center performance lies in the ability to analyze and act upon the wealth of data processed every second through the ACD, IVR and CRM systems that make up the beating heart of the contact center. Until now, this data has only been accessible via query and historical reporting. And every second that you are not aware of your sites', teams' and agents' performance is a lost opportunity for improvement.
Spoken Engage aggregates and visualizes call data from a plethora of sources: ACD call metrics, IVR caller input, CTI, speech analytics, call recording and even third-party databases. Data is presented in an interactive, color-coded heat map, so anyone, from the CEO to supervisor to team manager to agent, can easily pinpoint quality and performance trouble spots and take immediate action to improve performance.
Think you can't save calls in real time with the remote agent model? Think again. Spoken Observer empowers call center managers and supervisors to monitor, whisper and barge in on live calls for immediate agent support, whether they are in the next cube or across the country. Managers may simply sample and monitor live calls, whisper to the agent or to the caller or, in urgent cases, barge in to save the call.
Your customers interact with you every day. Do you know what's happening during those interactions?
Contact center best practices dictate listening to and evaluting 5% of each agent's calls. Let HyperQuality do the heavy lifting by evaluating and analyzing your customer interactions with our team of industry-leading professionals. HyperQuality is the leading provider of independent agent evaluations worldwide and has a proven track record of increasing revenues, decreasing costs and improving agent performance.
And with the online quality and coaching platform ClearMetrix, access your agent evaluations, perform calibration and view multitude of quality reports at any time, 24/7.