If you and 2 other people scored the same call, chat or email,

 would the result be the same for everyone? 

Our approach is simple. We capture your desired behaviours and then remove subjectivity by converting them into simple forced choice questions; 

Did the Agent do it; Yes or No?

Quality Scores are supplemented with rich agent performance and customer data including sophisticated customer sentiment and emotion detection. Results are viewed as metrics. They are evaluated against a baseline average, they drive training and coaching and they are critical for defining accountability.

Now You Can Evaluate 100% of Your Contacts

​For Dramatically Less than it Costs to Evaluate a Small Sample with Humans only.

Dramatically Reduce Costs & Improve

 Customer Experience

​​

• Achieve 100% First Contact Resolution (FCR) - EVERY TIME!

• Reduce Call Length

• Eliminate Repeat Callers

• Identify Improvement Areas (Workflow & Procedures, Agent Development etc.)

• Detect Emotion & Sentiment

• Evaluate & Coach - Real Time!