With increased competition among higher education options, it’s imperative that your agents deliver accurate and helpful enrollment information to prospective students. Improving agent performance starts with more effective agent performance management. Traditional approaches to performance management and quality monitoring are flawed in that they are labor intensive and produce inaccurate results, relying on the manual evaluation of a small sample of contacts. Automating call center performance management allows for the automatic scoring of 100% of your contacts, and provides immediate feedback to those who need it most – the agents.
Supervisors can quickly identify those agents that are following best practices, and agents can take immediate action to change their behavior based on direct automated feedback provided through myEureka performance management software. In addition, CallMiner Eureka can automatically measure best practices, including but not limited to: