Optimizing agent performance and progression is critical for call centers as phone agents are faced with increasingly evolving and difficult scenarios.
Traditionally, this process has been achieved by employing a Quality Assurance team where QA representatives review a sample of randomly selected phone calls across call agents and score them on knowledge and “soft skills”—for example, employee enthusiasm, helpfulness, empathy, etc. This method becomes very costly and limits the integrity of analysis.
But what if there was a new, more efficient way of analysis?
Using advanced artificial intelligence technology call centers are improving the QA process through automation.
In this whitepaper you will learn:
- What it means to define agent performance
- How Artificial Intelligence can automate the QA process
- The multiple benefits this technology can offer you
Real world results experienced by early adopters