Coaching

Quality Management for Personalized Agent Feedback and Coaching


What is
Direct Performance Feedback?

Automated scoring for every call captures action, intent and sentiment from customers and agents for unique CX, performance and compliance insight.   Role-based dashboards for managers and agents encourage a culture of persistent optimization with alerts, assignments and self-improvement.

Introducing Eureka Coach

Advantages

Objective

Standard scoring methodology applied to all calls builds agent trust

Sustainable

Agent dashboards with performance scoring and team comparison encourage persistent self-improvement supported by coaching

Actionable

Action assignment triggered by scored alerts and linked with call detail optimizes quality, compliance and customer experience

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