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Turn Data Into Action
Confidently make business decisions to boost contact center performance through full visibility of every customer conversation and take action.
Increase the quality of your coaching and quality assurance (QA) efforts while saving money. Automatically tailor coaching where you need it the most.
Drive Business Impact
Identify performance drivers that move business forward.
Productivity Product Suite
Maximize the effectiveness of your outsource partners by gaining a deeper understanding of efficiencies and opportunities for improvement.
Understand performance at a glance through an intuitive dashboard.
Manage Outsourcer Performance
Armed with robust insights, you can evaluate partners and manage improved outcomes.
Identify Bad Agent Behaviors
Ensure agents and outsource partners are contributing to improved customer experience.
Automatically flag and assign audits to the QA team based on agent needs and organizational priorities.
Analyze 100 Percent of Conversations
Evaluate every customer conversation for adherence to your QA checklist through consistent measurement and scoring methodology.
Automate QA Assignments
Automatically flag and assign audit conversations to the QA team based on agent needs and organizational priorities.
Streamline the QA Process
An easy-to-use web portal allows your QA team to focus on the right conversations with the right agents at the right time.
Get a 360-degree view of contact center performance, allowing you to implement targeted and personalized coaching to increase agent engagement and boost customer satisfaction.
Easily identify the people and locations that impact you the most so that you can implement improvements to drive organizational success.
Personalize Your Coaching Strategy
Identify the key metrics and underlying drivers of contact center performance. Understand which groups, locations, supervisors, and agents can generate quick wins.
Visualize Your Data
Use powerful visualizations, including heat maps, call paintings, and an intuitive interface to quickly identify improvement areas.
Behavioral Communication Training
Train your agents in the power of personality and see the impact with more engaging and productive customer conversations.
Captivate your agents through interactive media and fun games while they learn to have more impactful customer conversations.
Our training platform leverages a sophisticated behavioral model used by NASA to help agents identify, understand, and connect with customers’ unique personalities.
Boost Key Business Metrics
As your agents apply their knowledge, witness handle time reductions and increased customer satisfaction through shorter, more satisfying conversations.