Create more top performers and nail every sale
She’s an absolute superstar.
Every month, she hits her targets – without fail.
She follows the scripts you provide her with like a real pro.
Carefully guiding callers through every pre-defined stage of a call.
You know she never going to land you in hot water. She’s meticulous. She knows exactly what rules she needs to stick to.
And her diligence shows. Not just in the numbers she produces – customers always tell you how much they love speaking with her.
His performance is questionable.
He’s never hit his number. Not once.
You’re convinced he doesn’t stick to scripts. And you worry that by the time you can confirm your fears it will be too late.
Customers don’t really like Dave. He never really gives them the experience they want. In fact, he often rubs them up the wrong way.
You know Dave is frustrated. Disengaged. Unhappy.
Every contact centre leader wants a team of high performing superstars – like Emma. But creating one isn’t easy.
To build a team that fires on all cylinders, all of the time, and is capable of delivering the frictionless experiences customers want and hitting their number, they need support.
But 58% of agents feel the training and support they get isn’t good enough to help them perform like pros.
To really understand what makes your high-performers fly so high, you need to be able to not just pinpoint them, but identify the traits, tactics and actions that make them soar.
Conversation Analytics tells you exactly what happens on every call that comes in and goes out of your contact centre – no more limited samples.
And Agent Scorecards make diving into what works well at an individual agent level, and at every stage of a call, a breeze.
Seeing where processes need tweaking and training is needed becomes a whole heap easier.
Everything you need to know about how Agent Scorecards will help your agents deliver the best possible experiences.
Everything you need to know about how Agent Scorecards will help your agents nail every sale.
Learn how Conversation Analytics will transform training programmes by enabling you to pinpoint areas of improvement.
Discover how to get your contact centre running smoothly so you can deliver the best possible customer experiences.
They’ll let you spend your time implementing high-quality, tailored coaching to rather than chasing anecdotes and hoping that one-size-fits-all programmes will do the do.
Performance improves. Agents win more and become happier. So do customers. And as a result, both stick around for longer.