Provide targeted coaching and training
To deliver high-quality service at all times, organizations need to train agents to the right level, and reduce employee churn by keeping those agents engaged. Retaining employees can be key to reducing recruitment and operational costs so it’s important to keep your workforce motivated and feeling valued. Red Box Quantify gives you tools to help you improve skills and moral throughout your organization by recording calls and providing a way to assess employee performance and deliver personalized coaching and training.
With Quantify QM’s built-in scheduler, managers and team leaders can automatically – on demand or on a daily, weekly, or monthly basis – retrieve and listen to calls for pre-selected or random agents. Calls can then be evaluated against pre-set or custom questions and once an area for improvement is identified, a coaching session can be created and agent-specific objectives assigned. When an appraised employee logs in to QM, they can review their evaluation and provide notification of when set objectives are achieved.
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