Evaluagent is a UK-based team that came together to help contact centers elevate and differentiate their customer experiences. Their primary platform, evaluagentCX, is an impressive tool that gives organisations the ability to transform their customer experiences so that service interactions run perfectly and sales are achievable. This is done through continuous improvement of the contact center agents’ skills.

In this article we’ll be looking at some of the features of evaluagentCX and why their customers have seen so much success using the platform.

Essentially, evaluagentCX is the world’s smartest quality assurance platform. Whether you use Salesforce, RingCentral, Zapier or many other platforms, you can import all your contacts easily into evaluagentCX. Then when your contact center agents interact with your customers, the data is compiled into helpful graphs on a simple-to-use dashboard. This gives agents the ability to track their progress and allows their managers to provide the tools to help them improve where they need it.

Ongoing tracking and improvement are the keys to improving your service and having happier customers.

One of the most unique features of the platform is the gamification element. A common issue contact centers have is a high employee turnover and keeping agents engaged in their jobs is sometimes difficult. The evaluagent team wanted to change this. By gamifying the data from customer interactions, your agents can compete with each other or with their own previous analytics. This adds an element of fun and community to the service they provide and keeps them striving to give optimal support to whoever they are speaking to.

Another great aspect of evaluagentCX is the extensive e-learning that is built into the platform. Based on the results of interactions, e-learning is recommended to agents with specific lessons on how to improve in areas they may be weaker in. For example, if a customer found that an agent wasn’t fully understanding the problem they had, a semi-automated coaching session in empathy would be recommended. This greatly reduces admin overhead and ensures agents are constantly improving.

Extracting valuable moments from customer interactions is a slow process when done manually and often key sentences or phrases are missed. All calls are automatically transcribed with evaluagentCX through Deepgram which is included. Then AI will analyse the words spoken and highlight portions of speech that the agent handled well or poorly. It does this by detecting tone, sentiment, and the type of language used. This data feeds into your dashboard so you have an ongoing insight into your contact center’s performance.

The best way to learn about Evaluagent is to see it in action! If you think evaluagentCX would be an asset to your organisation, you can get a demo. An expert will give you a tour of the platform and you can ask any questions you have along the way. Reach out today and we’ll be in touch shortly.