There is no activity in quality monitoring more time consuming than manually scoring evaluations. With thousands of calls to evaluate — and limited resources — quality staff may struggle to accurately assess agents’ skill gaps and find time for the one-on-one coaching that can help improve agent performance. By introducing automated components — such as scoring — you can revolutionize how your organization approaches quality, shifting resources from identifying opportunities to improve agent performance to actually improving it, and in turn helping to make every agent your best agent.
