EvaluAgent for Nicereply

Evaluate the right conversation with the right measures of success

Become smarter about the conversations you want to evaluate. Advanced filtering enables you to prioritise interventions based on customer responses to individual survey questions, whilst automated work-queues enable you to make sure every conversation with extreme customer feedback gets evaluated for greater peace of mind and a more rigorous approach to QA.

View all your customer feedback, survey results and internal quality scores in one place

Unlock and easily export actionable insight into the voice of your customers, their experience, and frustrations across your entire organisation. Broken down across department, team, agent and surveys, it’s easy to identify development opportunities.

Use QA and Customer Feedback within your One-to-Ones

Save time and avoid the hassle of uploading customer feedback from external data sources in preparation for an Agents One-to-One.

Select from evaluation outcomes, individual line items, overall survey results or individual pieces of customer feedback as the focus of your One-to-One, making sessions easier to manage and more productive for everyone involved.

Empower Agents with access to their own performance data and customer feedback

Increase front-line engagement and ownership by providing Agents with real-time access to their customer feedback, evaluation results, feedback, coaching sessions and eLearning certificates all in one place.

By simplifying the process, reducing friction and software fatigue, you’ll see Agents become more engaged, even when working remotely.

Elevate the reputation of Quality Assurance and Training

Demonstrate the correlation between high-quality scores and high CSAT/NPS scores without the need for spreadsheets or data analysts.

Armed with data, discussions with decision-makers to justify the need for offline time and training becomes easier – elevating the role of Quality teams inside your business.