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
Enhance coaching with an automated, data-fortified performance perspective
Drive quality, compliance & customer experience improvement through continuous feedback
Build agent trust with objective, transparent and consistent scoring
Standard scoring methodology applied to all calls builds agent trust
Agent dashboards with performance scoring and team comparison encourage persistent self-improvement supported by coaching
Action assignment triggered by scored alerts and linked with call detail optimizes quality, compliance and customer experience