Agent Performance
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.
Let’s build something beautiful
Using the latest in NLP innovation to drive human potential
The benefits of NLP don’t stop at quality assurance and agent performance, it has the power to transform any area of your business where you speak to customers. Come and talk to us about what you need and we can build it together.
Empower your team
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.
5 crucial areas to improve to be Consumer Duty compliant
With the cost of living crisis pushing more and more people into financial vulnerability, the FCA is putting renewed pressure on lenders to provide the
Why a ‘Machine Line of Defence’ is critical to meeting the FCA’s Consumer Duty
The FCA is constantly reminding lenders of the standards of the consumer duty of care as the cost of living keeps rising. Over the past six
How Consumer Duty has made Speech Analytics Essential
Speech analytics has been commonly used for a number of years, evolving from a novelty add-on to a powerful solution for businesses to improve their