Understand Every Interaction in the Contact Center
Get insights from every interaction and use these to laser-focus QA, accelerating scoring through AI, all while preserving vital human oversight. Avoiding over-automation, strike the right balance to boost productivity and drive actionable improvements across the business.
Improve productivity with Automation and AI, while remaining in control
In the ever-evolving landscape of contact centers, providing exceptional customer experience is one of the only ways to stand out in a crowded market. The key to achieving success lies in the relationship between increasing conversation coverage and embracing strategic automation, whilst retaining human oversight and solid people management practices.
Beyond the 2%
Many contact centers evaluate a mere 2% of conversations due to resource and time limitations. The introduction of AI and advanced tools, like evaluagentCX , has ushered in a new era. Now, organizations can analyze 100% of interactions to uncover the issues truly impacting customer experience (positive and negative), providing actionable insights into customer-agent dynamics, operational challenges and strategy.
The shift from manually selecting conversations for evaluation to allowing AI to automate the identification of high risk, high value interactions is revolutionary. AI capabilities empower organizations to focus their attention where it matters most—on interactions that require immediate intervention or a deeper dive. This not only enhances efficiency but ensures that every critical conversation is evaluated and action appropriate improvement actions are taken.
Striking the Right Balance
While automation is a game-changer, striking the right balance is crucial. Over-automating the evaluation process can lead to a large volume of unactionable data that is missing nuances that AI may not grasp. Maintaining a balance ensures that the human touch remains integral, combining the efficiency of automation with the discernment and empathy unique to human evaluation.
The Co-Pilot Approach
Many tools and solutions aim for complete automation, but maintaining human oversight remains crucial for operational control and frontline team engagement. Adopting the co-pilot approach enables organizations to leverage AI to streamline evaluations while preserving the ability to manually score intricate items beyond AI’s capability. This not only provides an understanding of scores but also allows for thoughtful feedback, coaching tips, and reasoned oversight before sharing with the operation, driving better insights and performance improvement, all while significantly speeding up the evaluation process.
The tedious task of delegating and distributing evaluations among team members has long been an administrative nightmare. Auto-work queues eliminate this headache. Configurable to send evaluations without manual intervention, these queues ensure fair and consistent workload distribution, assigning the right conversations, and freeing up valuable time for managers to focus on frontline teams.
Expanding conversation coverage not only identifies additional coaching opportunities but serves as a catalyst for overall performance improvement. Unveiling previously unnoticed issues opens the door for improvements that translate into better customer experiences. Automated agent improvement workflows, prompt feedback delivery, and automatic assignment of improvement actions and lessons whenever a knowledge gap is identified empowers agents to continuously enhance their skills and knowledge.
Product Tour: Bridging the insights gap
At evaluagent, we believe in leaving no stone unturned. That’s why we analyze 100% of interactions – be it calls, emails, social media, web-chats, or even chatbots. Our mission? To uncover the hidden gems and potential pitfalls in process, policy, product, agent, and customer behaviors.