Effectively Manage Your Agent Performance
Dig deep into your agent performance with R Systems’ Ops Excellence Solution and identify all possible improvement opportunities. Analyze customer interactions to evaluate agents on defined KPIs, including FCR, AHT, CSAT, etc. With evaluation on the most relevant interactions, address your agents’ knowledge and skills gaps with targeted coaching. Besides, we help you optimize your agents’ performance and revenue growth with real-time up-sell/cross-sell and retention recommendations.
Anagram – Ops Excellence Solution predicts agent churn and provides actionable insights on the root causes of agent performance issues. With enhanced reporting, interactive dashboards and scorecards, our solution enables contact center quality managers to effectively manage agent performance, while improving customer experience, satisfaction, loyalty and happiness.