Change Begins at the Agent Level.
Agent performance plays a critical role in reducing a contact center's operating cost and improving customer satisfaction. As a direct link to the customer, it is critical that the agents have the optimal training, information and coaching. During Performance Management, Nexidia drills down to the agent level, quickly finding trends in agent performance and tracking progress against corporate goals.
Nexidia Evaluate offers a revolutionary way to manage agent performance against strategic corporate objectives. Change begins by improving agent behavior. Performance Management builds on the strong foundation provided during Early Discovery and In-Depth Analysis. It leverages Nexidia's ability to categorize calls, identify call drivers, and provide root cause analysis for problems occurring in your contact center. Supervisors are able to use the same approach and business intelligence to understand how agent performance is relating to and impacting corporate goals. And, with the actual audio always a click away, time can now be spent providing meaningful feedback to agents and delivering the coaching and training tools needed to improve performance The result is improved customer service and loyalty through better trained, better coached and higher performing agents.
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