Continuously Improve Contact Center Performance
Spoken does more than just route calls and orchestrate conversations. It also provides tools for continuous improvement and quality assurance, both in real time and after the fact. Spoken's HyperQuality solution helps your contact center monitor and train the best agents and remediate performance issues as they occur, for unrivaled customer satisfaction.
Monitor, Evaluate, and Coach Agents
HyperQuality leverages ClearMetrix to give you clear insights into current performance metrics, enabling you to clearly spot coaching opportunities. Continuously improve agent performance through custom evaluations, live call monitoring and online coaching.
Identify Prime Candidates for Coaching
With Spoken's HyperQuality, supervisors can use flexible forms, weighted attributes, and conditional scoring to quickly identify the agents most in need of coaching and tailor quality monitoring activities to areas with the greatest potential for improvement.
Assess Customer Interactions Remotely
Using call recordings, transcripts and speech analytics, HyperQuality agents can evaluate each interaction either manually or automatically. Plus, with ClearMetrix reporting, your quality monitoring metrics are available anywhere you have a browser, 24/7.
Ramp Up Quality Monitoring with Additional Capabilities
- Take advantage of custom real-time dashboards with dynamic and configurable alerts for immediate notification on performance issues.
- Evaluate each agent individually or as a group on standard criteria using skill-based custom forms and unbiased online calibrations and audits.
- Add optional third-party evaluations by trained, objective HyperQuality evaluators.