To operate consistently across a variety of channels, agents need to have the right training and tools to deliver the best experience for all of them. With integrated QA and L&D, retailers can monitor interactions between agents and customers and get cohesive feedback they can use to set training plans for agents. Download our white paper Future-proof your contact center for the next generation of retail CX to find out more about engaging and developing your staff, ensuring compliance, and evaluating customer experience.
Announced in June 2022, G2 – an independent research firm – has named Scorebuddy as a leader in its Contact Center Quality Assurance Grid Scores. The report evaluates providers in different categories, rated by users. Scorebuddy’s recent win means we are “highly rated by G2 users”.
“We are thrilled with our placement in the Leader Quadrant of the G2 Grid Summer Report," said Derek Corcoran, Founder and CEO, Scorebuddy. “From the very start, our platform has been designed for our customers. We help people save time, improve agent performance and enhance the customer experience. It’s really rewarding to be rated so highly for user satisfaction by customers who use Scorebuddy to reveal actionable insights and achieve their goals.”
Download the white paper: Future-proof your contact center for the next generation of retail CX
“With Scorebuddy’s QA monitoring, all the data you need is at the tip of your fingers. Make your retail contact center work harder to reduce costs, build customer value and increase productivity. Discover how to put your actionable insights to work in our white paper. ”
QA monitoring provides the data to measure how your agents are engaging in great customer experiences. Automate your processes to save time and identify knowledge gaps and behavior patterns.
Scorebuddy can help retailers provide targeted training to agents, measure its impact, and use AI analytics to uncover insights in customer conversations that drive additional agent coaching.
Easily prove to regulators how you are checking compliance breaches. Alert managers of breaches in real-time and do all you can to mitigate risk and achieve regulatory compliance.
“At Beachbody, we manage call centers on a global level, and we use Scorebuddy to manage all our QA teams. Our QA teams randomly sample agent interactions, auditing all channels including voice, chat, email and social. We find Scorebuddy extremely easy to use, and the look and feel is very user-friendly.
Our agents can review their dashboards immediately, reviewing feedback and gauging where they stand against other agents in real-time. Another major benefit of using Scorebuddy is their extensive and unique compliance suite.”Celina Perry, Quality Assurance Supervisor, Beachbody