Product tours

Adopt a new QA framework or recreate your existing approach. See how to build and manage your own scorecards to make sure your agents are meeting the expected standard across every channel…

Close the loop between QA, Coaching and One-to-Ones. See how a centralised platform and connected workflows empowers teams to act on development opportunities and eliminate data silos for maximum visibility.

Create automated work-queues to send high-priority conversations to your QA team automatically for deep-dives; based on tags, survey scores and Auto-QA topics. Decide how often to replenish work queues and let the platform do the rest.

View the quality performance for all of your operational areas from the top-level (business) throughout your organisational structure down to an individual agents' performance in just a few clicks!

Understand which areas of the customer experience are not meeting the expected standard across your scorecards so that you can develop more action-focused coaching and training intervention for those that need it.

Monitor performance across business areas and grouped line items from across your scorecard using the category performance report.

Tracking the productivity and consistency of your quality assurance team is hard to do in a spreadsheet. We make it simple so you can more accurately plan resource, monitor consistency and keep a handle on Agent disputes across scorecards and date ranges.

Keywords, themes and topics are at the heart of Auto-QA. They can help you identify complaints, knowledge gaps and repeat contacts so you can prioritise evaluations and understand trends. In this tour, we’ll demonstrate how you can create your own conversation topics and use out-of-the-box “EvaluAgent Insights” to reveal the voice of your customer, their experience with your business and the people and processes that contribute to it.

More knowledgeable agents lead to a better experience for your customers. In this tour, experience the power of EvaluAgent’s built-in eLearning platform, with our interactive course builder and connected workflows which make lesson assignment a breeze.

See how EvaluAgent Integrated Surveys close the loop on internal quality scores and survey results. In this tour, we’ll demonstrate how easy it is to integrate your survey data and highlight some of the superpowers it unlocks; from smarter selections to demonstrating the correlation between QA scores and CSAT.