THE ONLY SUSTAINABLE COMPETITIVE ADVANTAGE IS CUSTOMER CARE. EVALUATE YOUR AGENTS WITH CXM PERFORMANCE EVALUATION TO BE SURE YOUR CUSTOMERS ARE RECEIVING THE CARE THEY DESERVE.
CREATE YOUR OWN UNIQUE EVALUATION FORM
Get rid of those Excel spreadsheets and file cabinets. The CXM Performance Evaluation tool allows you to create an unlimited # of grading forms that are unique to your company and different groups. The forms are easily designed then published to the CXM server through our CXM Grading Form Wizard.
You can weight your form by question or by section. Answer your questions a number of ways. Leave comments with each question or at the conclusion of the form. Furthermore, the CXM Performance Evaluation tool will calculate the scores for you and store the results instantly on the server.
GET TO THE BOTTOM OF SCORES
After you’ve listened to and graded the call, you can run reports associated with a specific agent, group or grading form. Discover progress and spot trends by easily running CXM reports on individual agents, groups of agents and on evaluators.
AGENT PERFORMANCE EVALUATION PACKAGE INCLUDES:
Grading Forms Wizard – Create your own agent scoring forms using the easy to use CXM Grading Forms Wizard. The CXM Wizard makes it easy for you to create and modify the scoring forms that you use to evaluate agent performance. CXM supports a variety of grading formats including Yes/No, Pass/Fail, Excellent/Good/Average/Poor or an Advanced customized scoring option that you devise. Questions or sections can be weighted differently.
Unlimited Number of Supervisors May Grade – Using the CXM web-browser interface call center supervisors and quality monitors can grade agent performance from any network PC. No special client software is required.
Evaluation Reports – The CXM Performance Evaluation package includes reports to help you identify skill set weaknesses and trends. Reports can be generated on individual agents, groups of agents and evaluators. Supported formats include PDF, Excel and HTML.
Call Distribution Feature – Through this scheduling feature, a predetermined number of recorded calls per agent are automatically located and presented to the evaluator to grade.
Graded Calls Search – Supervisors can quickly locate all calls that have been graded for their agents. The search results show that date of call, date of evaluation and the actual grading score. One click of the mouse brings the supervisor to the actual grading form and the associated recorded call.
