Build a team of Emmas
Create more top performers and nail every sale
Meet Emma
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.
Meet Dave
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.
Build your team
of Emmas
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.
Agent Scorecards guide for Customer Experience teams
Everything you need to know about how Agent Scorecards will help your agents deliver the best possible experiences.
Agent Scorecards guide for Sales teams
Everything you need to know about how Agent Scorecards will help your agents nail every sale.
Conversation Analytics whitepaper
Learn how Conversation Analytics will transform training programmes by enabling you to pinpoint areas of improvement.
Contact centre playbook
Discover how to get your contact centre running smoothly so you can deliver the best possible customer experiences.