Other quality management systems rely on keywords and info scattered across multiple tools, which require constant updates and result in unacceptably high inaccuracies. Real-time Agent Assist™ understands customer intent with 2X the accuracy of keyword-based systems and provides agents with guidance using your best resources for each scenario.
"Level AI has been a pleasure to work with. The user interface and tool are easy to use with practical features built-in. Their conversation intelligence platform is unlike anything we have seen in this space. We truly see Level AI as a partner."
Reliable data, conversation monitoring software, and analytics are the tools call centers need to evaluate agent performance. Most call centers use common metrics to evaluate agent performance, such as:
Call center software, such as Level AI, provide insights from existing data and an interface that allows call center leaders the ability to monitor agent performance across support channels. Additionally, Level AI allows contact center teams to build custom reports from other data sources, such as BI (business intelligence) tools.
The best contact center analytics are designed to uncover meaningful insights, organize your most important metrics, and answer questions about call center agent performance from a single location.
Here are 7 ways to improve call center agent performance:
Call center software is typically separated into two categories based on where it’s hosted: on-site, or in the cloud. Cloud-based contact center software is now commonly referred to as CCaaS, or Contact Center as a Service.
Until recently, the large majority of call centers still used locally installed software. However, in 2022, the majority of companies have either adopted or are planning to adopt cloud-based solutions, such as Level AI.
To further break down the type of software call center agents use depends on whether the call center is primarily inbound, outbound, or a mixture of the two. Additionally, not all call centers are simply making voice calls. Many contact centers use a mixture of voice call software, email software, and chat software.
CCaaS software has become popular largely due to new platforms that offer contact centers the ability to monitor the performance of their agents across all communication channels. Level AI, for example, monitors 100% of support agent conversations across voice calls, email, and chat.
Call center software is typically separated into two categories based on where it’s hosted: on-site, or in the cloud. Cloud-based contact center software is now commonly referred to as CCaaS, or Contact Center as a Service.
Until recently, the large majority of call centers still used locally installed software. However, in 2022, the majority of companies have either adopted or are planning to adopt cloud-based solutions, such as Level AI.
To further break down the type of software call center agents use depends on whether the call center is primarily inbound, outbound, or a mixture of the two. Additionally, not all call centers are simply making voice calls. Many contact centers use a mixture of voice call software, email software, and chat software.
CCaaS software has become popular largely due to new platforms that offer contact centers the ability to monitor the performance of their agents across all communication channels. Level AI, for example, monitors 100% of support agent conversations across voice calls, email, and chat.
Workforce management (WFM) in a call center refers to the strategies and technologies companies use to optimize call center agent efficiency. Call center WFM includes a set of processes that ensure the right number of agents with the right call center skills are scheduled at the right time.
What does workforce management software do? Call center WFM solutions, such as Level AI, integrate with your support software to provide a data-driven approach to agent performance and training, QA (quality assurance), and process management.
Companies that use workforce management strategies often see reduced employee churn, improved customer satisfaction, and reduced operational costs.