DATE: JANUARY 25 | TIME: 1:00 PM EDT | DURATION: 60 MINUTES
Evaluating your agents is essential in running your contact center as it allows you to ensure consistent messaging and quality assurance for your callers.
In this webinar, go step by step in building a scorecard and understanding how you are grading your agents. Learn how to best search for interactions and the agents who dealt with them. Lastly, we show the best practices in performing through an agent evaluation and viewing the associated reports. Don't miss out on this valuable quality assurance training!
Navigating Agent Evaluations (Explaining the different tabs)
How to Create a Scorecard
How to search for interactions to evaluate
Saving frequently used search parameters
How to Perform an Evaluation
Viewing Reports
SUPERVISORS
CONTACT CENTER MANAGERS
ADMINISTRATORS
We are the world’s most reliable contact center technology provider. Our global brand is built on our track-record of consistently honoring our commitments – to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably. Globally, Enghouse Interactive’s divisions support over 10,000 customers across 100+ countries, respecting local regulatory requirements, and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.
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