Live Monitoring & Coaching
Better agents equals better customer experience.
CXM Performance Evaluation, a component of the CXM Core Package, features and functionality are superior to any other product in the industry. A supervisor can quickly and easily create custom web based grading forms through the CXM Grading Form Wizard embedded in the CXM interface. Do you want to weigh by question, Section or both? Not a problem for CXM. Supervisors can customize responses and weigh questions to meet their specific business goals and needs. Furthermore, all grading forms include comment boxes for individual questions, sections and the entire form that will stay with the grade for all eternity.
The CXM solution leverages workflow automation to lower the quality monitoring supervisors' workloads by over 50%. Never again will you need to search for calls to grade. The CXM application, based on your defined parameters and defined frequency, will locate your most desirable calls for you and place them in a secure 'bucket' automatically. When you want to grade, all you need to do is click on your bucket and start grading. Scores will automatically be saved to the database so you can instantly run reports. Also, agents are instantly notified of their scores via the Agent Portal (CXM Coaching). They can review their grades and listen to graded calls. They can also receive testing and training materials that are automatically pushed to them by the CXM's solution based on their score.
CXM Coaching is also a component of the CXM Core Package. The moment a supervisor grades a call the agent receives an email notification that a call has been graded for them. The agent, at times specified by the call center, can login to their own web based private agent portal where they can review graded calls, listen to calls, review training materials and so much more. CXM Coaching enables supervisors to provide instant feedback to agents and provide instant training opportunities to optimize agent performance and increase customer satisfaction.