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Guide

ScoreBuddy

Written by Scorebuddy

   

Agent Insight provides agents with immediate access to scorecards on their own dashboard. Viewing supervisor feedback in real-time means they can adjust behaviour quickly to improve performance.

The supervisor dashboard highlights both excellent and poor performance allowing them focus on coaching. Supervisors can respond quickly as they have the information at their fingertips and the InMail feature lets supervisors communicate directly with advisors.

Agent Insight Benefits

  • Increase Agent Engagement
  • Near Real-Time Coaching
  • Drives Quality Improvement
  • Operational Savings
  • Time Savings

Here’s what our Customers say about Agent Insight;

“Displaying the comments has proved very popular with agents… We love the email/desktop alert of a new score and the fact the team leader can elect to alert or not.” Joanna Keating, Abtran

“Agents are more inclined to review the detail more regularly and relate to things they did not previously, the comment section is really useful for advisors to see trends in feedback”- Carrina Erdos, Agilisys

Contact our team to learn more about Agent Insight or take a free trial

Agent Insight Features

  • Agent Dashboard
  • Supervisor Dashboard
  • Inbox (Agent internal email)
  • View Comments
  • Self Reviewing
  • Request 1 to 1 meetings
  • Benchmark against their team
  • Personal, Team and Group goals
  • Desktop Notifications

Want to see these Features in Action?

Request a demo now!

Tags: Blog

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Soft Skills in the Call Centre Environment

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