Empower your agents and build higher performing teams.
Boost understanding of what performance excellence means and use it to amplify success across your teams.
Driving agent excellence through insight
Agent Performance helps you build higher performing teams by better understanding what excellence looks like, giving you richer insights into agent activity and offering more meaningful remedial actions. Give your agents and management the tools and information they need to enable rapid training and self-improvement on every call.
Agent Performance Dashboard
Proactive and Personalised Learning
Boost performance by aligning multiple metrics to agent interaction, identifying specific traits of conversational excellence. Compare conversations against best practice and company tone and empower agents by giving them a personalised dashboard to learn and improve on-the-go.
Support when you need it
Alert supervisors to challenging conversations when they happen
At a time when many are working from home, make sure your agents have the support they need, when they need it. We’ll flag challenging conversations and identify training opportunities to ensure the best outcomes are achieved for your customers.
Find the skill in skilful conversation
Understand the mastery needed to be successful
By analysing metrics around sentiment, overlaps and pauses, speaking time, clarity, empathy and language, you can replicate the most successful approaches to customer interaction ensuring greater satisfaction and achieve better results for your clients.
Sparked your curiosity?
Keep up to date with the latest in Natural Language Processing and Financial Services, news, opinions and Aveni life.
Ever wondered what the benefits of speech analytics might be in areas of your business other than just risk and compliance? In this post, we’re
8 ways we’ve embedded the FCA’s guidance on the fair treatment of vulnerable customers into our voice automation platform
The FCA recently released its final guidance for firms on the fair treatment of vulnerable customers. Whilst this guidance has been widely welcomed as a
This week we caught up with Nikolai Debono, one of our newest NLP engineers. He joins us all the way from Malta and shares his