Just imagine it was possible to be alerted on every occasion your agents fail to achieve crucial performance outcomes e.g. a missed opportunity to cross sell, to meet a regulatory requirement or misunderstanding the customer’s requirement and causing a repeat call to occur. Now imagine being able to turn these non-performing or non-compliant events into meaningful online bite-sized coaching opportunities for all your agents.
That is not all. Evaluate with Analytics has been developed to enable you to create online coaching packages, using agent’s personal calls plus analytics, for all the competencies required to be mastered by your agents in order to perform their roles to an excellent standard. We are proud to announce that Qualtrak will shortly be launching a new and highly innovative cloud-based solution available from its SaaS platform (built with AWS technologies) which will be tightly/seamlessly integrated with our partners’ Cloud Contact Center Platform’s native call recording service.
Step 1: Supervisor chooses which competencies to tackle.
Step 2: Depending on the selected competencies the appropriate analytics engine is used. For example: select a Speech Analytics engine to coach ‘what to say’, select an Emotion Detection engine to coach ‘how to say it’, etc.
Step 3: Evaluate with Analytics searches and finds appropriate ‘needles in the haystack’ with the relevant evidence to create an online bite-sized coaching session.
Step 4: Supervisor receives the ‘needles’ together with the recorded calls and rapidly creates the coaching sessions which can be delivered to the agent instantly.
Step 5: Agents review at the best available time and at their own pace the interactive coaching sessions which include probing questions, observations with evidence and online learning material, together with the call.
Examples of Use Cases
Invitation to Voice Analytics vendors
If you are a vendor and would like to partner with Qualtrak to have your solution made available within Evaluate with Analytics, please write to firstname.lastname@example.org to arrange for a discussion.