What Is SmartQuality?
Contact centre supervisors spend considerable amounts of time and effort rating agent performance. This is why, for example, they only manage to analyse around 5% of call recordings of customer interactions on average.
Analysing such small samples means that it is almost impossible to be fair and accurate. Unsurprisingly, this is one of the largest contributors to call centre employee dissatisfaction and high turnover rates. Enghouse SmartQuality to the rescue!
Enghouse Interactive’s new agent evaluation application, SmartQuality, enables comprehensive analysis of up to 100% of interactions – across all channels. It uses Artificial Intelligence (AI) and Natural Language Processing (NLP) technology to enable unbiased evaluation of voice, email, and SMS.
Why Use AI-Enabled Agent Evaluation?
Enghouse SmartQuality delivers tangible improvements:
- Enables evaluation of up to 100% of interactions
- Automatically identifies interactions that fall above and below KPIs
- Uses advanced analytics to detect multiple themes and risks
- Delivers impartial, objective and consistent interaction reviews using AI
On Wednesday 14 July 2021 4 pm BST, Enghouse Interactive will launch SmartQuality, our new AI-enabled agent evaluation application. Please register below to save your space.