Now more than ever, customers expect great service, and contact center agents are on the front line trying to meet their needs while simultaneously transitioning to working at home due to the COVID-19 pandemic. Even under the best conditions, assessing the agent behaviors that impact customer experience is time-consuming, difficult and rife with inaccuracies.
Providing agents with personalized coaching based on key insights derived from AI analytics behavior models takes the guesswork out of the evaluation process. It enables you to keep agents engaged with a fair and unbiased analysis while improving customer satisfaction. Download this white paper to learn how to automate the objective scoring of sentiment and agent behaviors that impact customer satisfaction metrics across 100% of interactions.