Performance Management

Spoken offers suite of performance management and quality assessment tools for full insight into the agent experience.
Agent performance management

From the Spoken Engage big data dashboard to Spoken Observer live call monitoring to HyperQuality agent evaluations, Spoken has the quality tools you need to help your agents perform even better every day. 

 

Remote agent whitepaper
 

 

ENGAGE      PRODUCT SHEET

Engage product sheet


ENGAGE            DEMO VIDEO

Spoken Engage big data

 

 

OBSERVER     PRODUCT SHEETSpoken Observer call monitoring product sheet

 

 

 

 

CLEARMETRIX    DEMO VIDEO

ClearMetrix demo video

 

CSAT SURVEY PRODUCT SHEET

CSat survey product sheet thumbnail resized 126

Overview

Conversational IVR Demo Video
Avaya Virtual ACD
Remote Desktop
Call Recording
Performance Big Data Voice Assessment Secure Data IVR
 

Spoken Engage: Visibility into performance data

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.

Key features:

  • Rich real time and historical data Engage presents a plethora of real time and historical data in one easy dashboard.
  • Custom data integration Engage easily integrates via API with your third-party databases, such as call revenue or CRM, for a customized overview of your contact center performance.
  • Intuitive interface Engage's color-coded heat maps eliminate guesswork and show exactly where quality problem areas lie.
  • One click drilldown Engage provides one-click access from metrics overview to agent page. Instantly listen to past calls, queue the agent for evaluation, monitor the agent's current live call or coach the agent.

Key benefits:

  • Immediate awareness of real time metrics without waiting for a report to be compiled
  • Democratic business intelligence via the intuitive interface that eliminates the barrier to entry for business intelligence
  • Instant performance management with one click from the real time overview to agent history and live call
  • No license fees to limit access to business intelligence

Spoken Observer: Live call monitoring and coaching whisper

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.

HyperQuality: Agent evaluations

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.

Spoken Customer Satisfaction Surveys

When considering performance, don't forget to measure the customer side of the experience as well as the agent side. Spoken post-call Customer Satisfaction Surveys can be administered via speech recognition or touch-tone IVR.

To support customer retention and loyalty, Spoken surveys offer:

  • Personalization Customize survey interactions for up to 20 different customer segments
  • Flexibility Combine DTMF and speech recognition IVR captures in this flexible solution; add email and SMS
  • Access  Online reporting with 24/7 web access
  • Integration View and analyze results from all capture inputs, from IVR to email to SMS, in one simple, easy-to-use reporting platform