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Engage Your Agents With Scorebuddy

Build Trusting Relationships Between Agents and Supervisors

Agent engagement begins with strong relationships. Developing a transparent, back-and-forth dynamic between agents and supervisors boosts team morale and keeps agents engaged in their work. Personalized dashboards offer opportunities for collaboration, discussion, and interactive learning. 

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Empower Agents With Tailored Training Plans

Data-driven training plans, tailored to the unique needs of each agent, are essential. Using Scorebuddy, you can develop personalized training programs based on identified skill gaps, boosting individual and organizational productivity and empowering agents to achieve their goals. 

Track Agent Development With Detailed Reports

It’s not enough to deliver targeted training, you need to measure its impact on agent performance and make changes if necessary. With Scorebuddy’s reporting tools, including in-depth dashboards for agents and supervisors, you can monitor training progress and give real-time feedback.

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Streamline Your Onboarding Process

A strong onboarding process helps new hires get off on the right foot. With Scorebuddy’s integrated learning management system, you can deliver tailored onboarding programs to both remote workers and on-site employees, simplifying the process and keeping agents engaged.

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Create a Supportive, Collaborative Environment

Taking the time to celebrate agents and recognize achievements is a simple way to boost morale and create a positive working culture. With Scorebuddy, you can monitor agent performance in real time, allowing supervisors to reward strong performers and provide support to those who are struggling.

FAQ

What is Scorebuddy’s solution for improving agent performance and engagement?

Scorebuddy is a purpose-built, AI-powered contact center quality assurance platform—and agent performance management is a primary focus. Scorebuddy uses AI to automate repetitive QA tasks, so contact center managers can focus on improving agent performance and ensuring consistently exceptional service. 

Using personalized dashboards, targeted feedback, tailored coaching insights, advanced AI analytics, and more, Scorebuddy enables managers and agents to identify and address performance gaps quickly, ensuring maximum productivity, engagement, and morale across the organization.
How does Scorebuddy automate the QA evaluation process?

Scorebuddy automates repetitive manual QA tasks using AI-powered automation tools, customizable scorecards, advanced reporting & analytics, and more. Using GenAI Auto Scoring, you can automatically evaluate up to 100% of customer conversations in a fraction of the time it would take manually. This accelerates the QA process, reduces manual workload for evaluators, and dramatically scales audit coverage, so your team can focus on agent coaching and performance management.
What role do personalized dashboards play in agent performance management?

Personalized dashboards give your agents quick, targeted insights into their performance. This includes specific scores and metrics, as well as more qualitative feedback from managers, supervisors, and AI insights. This highlights the most pressing issues, so agents are empowered to learn and grow.

This level of detailed feedback ensures that agents see the QA process in a more positive light, increasing engagement with coaching, training, and career development initiatives.
What is conversational analytics, and how does it enhance agent performance?

Using AI-powered conversation analytics, you can automatically analyze up to 100% of agent-customer interactions to get a full 360° overview of the entire customer journey. This will help you uncover the reasons why customers are calling in the first place and identify the trends and patterns affecting service quality.

Conversation intelligence supports root cause analysis, so you can quickly and effectively address both systemic flaws and agent performance issues.
How quickly can my team expect to see improvements in agent engagement using Scorebuddy?

Thanks to faster evaluations, increased QA coverage, and more targeted performance insights, many Scorebuddy customers report improved agent engagement and increased customer satisfaction (CSAT) scores within the first months of implementing the software.

From Our Customers

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Scorebuddy has made Permanent TSB’s quality assurance quicker, easier, and more accurate. Agents are happier with the evaluation process, and supervisors are happier with the results. The in-depth, accessible reports provide us with genuinely insightful data which we use to improve performance across multiple areas of the business.

Amy Breen

Business Assurance Senior Manager
PTSB

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