Analyze every single agent-customer interaction to understand why your customers are reaching out. Identify opportunities to improve CX, drive revenue growth, boost operational efficiency and mitigate compliance risk.
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Monitor all scorecard results in one location for faster, more accurate performance reviews. Speed up the process for evaluators with rich markups, use advanced reporting tools to identify trends, and pinpoint issues with targeted interaction selection
Automatically track regulatory compliance across your entire organization so you can catch breaches in real time and instantly alert relevant parties. Maintain a compliance audit trail within Scorebuddy to demonstrate your commitment to adherence.
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Scorebuddy’s in-depth QA reporting suite highlights knowledge gaps, process failures, system errors, and other underlying issues, giving you the data you need to improve performance and consistently deliver high scores for CSAT, NPS, and other key metrics.
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By using Agent Dashboards agents feel more involved and the team is more aligned on what quality level is expected, especially the self-scoring and the option to request a 1:1 are really paying off. Using the Analytics reports provide us with information where to focus on, the loop with training and coaching is easily made and we can improve our tools to support our agents in a better way. The Scorebuddy-Zendesk Integration saves us a lot of manual work and that definitely is a plus, which in turn makes the overall QA process more efficient.
Quality Development
5CA