Agent screen recording provides a mechanism for contact center managers to identify process improvement opportunities and to accurately monitor process adherence. Session playbacks provide a complete picture of the customer-agent experience, which leads to more effective coaching, agent growth, and agent retention.
"As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI's agent screen recording has added "eyes" to a process where we only had "ears" before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience."
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.