Contact centers are dealing with more interactions and higher expectations than ever before. Using Scorebuddy, you can analyze 100% of agent-customer interactions to understand why customers are calling—then design personalization and retention strategies based on this information.
Quality assurance can be a complex process. With a purpose-built QA platform like Scorebuddy you can carry out evaluations using fully customizable scorecards, deliver targeted training with a CX focus, and monitor processes to ensure that agents adhere to best practices.
Optimizing customer experience at every touchpoint is essential. Agents should know where the customer is in their journey and personalize accordingly. Scorebuddy integrates with all major CRMs, so you can manage tickets across every channel and give agents the data needed to provide exceptional CX.
It’s not enough to identify issues within your QA system—you need to determine root causes in order to resolve these problems efficiently. Working in tandem, scorecards and conversational analytics highlight knowledge gaps, process failures, system errors, and other underlying issues.
Gathering information is one thing, but using it effectively is another. Scorebuddy’s in-depth reports give you relevant, accurate information that can be used to make data-driven decisions, while agent dashboards offer greater transparency—improving performance, morale, and customer experience.
Scorebuddy has provided BenefitMall with an application for building consistent and customer focused quality evaluation solutions across business units and locations. Our front line now depends on Scorebuddy as an integral part of performance development tools used with staff. This includes over 400 users along with 80 admins and supervisors, which is why utilizing Agent Insights is essential for our business. Through this journey we have evolved from using home-grown solutions to using Scorebuddy’s robust reporting and analytics; which informs data driven decision making at multiple levels in our service organization.