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System Features
Call Centre Agent Quality Analysis, Training & Coaching System
The software caters to both one-on-one and group coaching sessions.
Team leaders are equipped with tools to prepare for sessions and suggest actionable items for agents.
The system offers a GROW coaching method form that can be completed online or printed for offline use.
Paper forms can be scanned, and the system will automatically recognize and input the written data into the user's learner log and other reports.
A comprehensive historical view of all activities and coaching events for an agent over the past year.
The system tracks agents as they transition between teams and roles, consolidating handwritten and digital data in a chronological sequence.
Group coaching sessions are supported, allowing team leaders to document individual and group learnings.
Provides detailed reports at the agent, team, and contact center levels, including the ability to view all coaching events and delve into specific details.
The system identifies potential GDPR risks when names or numbers are entered and alerts the user.
Users can interact with the system using natural language via email, eliminating the need for password management for most users. A dedicated login interface is available for managers.
