VIRTUAL WEBINAR TRAINING

Agent Evaluations: Building Scorecards and Performing Evaluations

Call Recording & Quality Management (QMS) and Enghouse CCaaS/CCSP

DATE: JANUARY 25 | TIME: 1:00 PM EDT | DURATION: 60 MINUTES

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Overview Of The Training

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!

TOPICS COVERED:

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

WE'LL ANSWER QUESTIONS SUCH AS:
What is the best way to score my evaluations?
Can I edit an evaluation after I save it in Final Mode?
Can we weigh our evaluation questions differently? Can we set them to pass or fail?

Who Can Benefit From This Training?

SUPERVISORS

CONTACT CENTER MANAGERS

ADMINISTRATORS

This Training Starts In

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Hours
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Register For The Webinar Here

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About Enghouse Interactive

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.

Contact Us

Phone: 1-833-ENG-INTv (364-4688) Email: Hello@enghouse.com Website: www.enghouseinteractive.com

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