Agents 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.

Agent performance dashboard

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.

Empower your team

Find the skill in skilful conversation

Skillful 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.

Why Agent Performance?

High Performing Teams icon

Transform agent performance and drive efficiency

Client Insights icon

Gain deeper insight into what creates best-in-class ability

Better Customer Outcomes icon

Ensure better client outcomes through service excellence

Personalised Dashboard icon

Empower agents with a personalised dashboard to learn in real-time

Gold Script Comparison icon

Introduce ‘gold script’ comparisons for regulated scripts

Drive Performance Icon

Keep tabs on emerging performance trends with management insights

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Let's make it happen

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