Agent Improvement Software for Call Centers

Automation that truly supports agents

Deliver highly targeted, semi-automated training and coaching programs that improve both the agent and customer experience – all while significantly reducing admin overhead and retaining human and HR oversight.

Flexible reporting

Access real-time insights to use for coaching, tracking KPIs, and verifying ROI.

Integrated WFM

Save time on routine admin with smart Workforce Management platform integrations.

Built-in HR rigor

Benefit from easy access to documentation that supports your HR processes and provides an audit trail.

Automated learning

Use interaction insights to auto-trigger relevant lessons and learning paths for agents needing more support.

Drive performance improvement

Leverage actionable insights and streamlined workflows to engage, support, and enhance your team’s performance with ease.

Make informed decisions with flexible, robust performance reporting

• Improve agent performance across interactions: AI-automated insights help you deliver relevant improvement actions, enhancing overall agent support.
• Leverage Agent Profiles: Quick access to key performance metrics, feedback, and actions, facilitating agent development and reducing time spent navigating multiple reports.
• Dynamic reporting groups: Total flexibility with custom performance tracking, whether for new starters or a multi-site organizational structure.
• Customizable dashboards: SmartView dashboards help you easily track the metrics and KPIs that matter to you.
• Validate your ROI: Trend and compare inputs like QA, feedback, and coaching against outputs such as productivity and QA scores.

Enjoy a truly joined-up approach with evaluagentCX’s seamless integration into WFM platforms

• Streamline workflows: Automatically retrieve WFM calendars to identify offline periods for development, through integrations like Injixo and Assembled.
• Scheduling and syncing: Schedule coaching sessions or 1-2-1 meetings directly from reports or specific evaluations. Manage long-term goals across multiple meetings with ease thanks to 1-2-1 Plans.
• HR rigor: Documented meetings, captured interactions, agreed-upon actions, and participant acknowledgment provide a thorough paper trail.

Streamline training and maximize engagement with a comprehensive eLearning & LMS platform

• Manage coaching consistently: Start with best practice meeting templates or build your own agendas to ensure 1-2-1s are consistent across the business.
• Create engaging training material: Built-in online lessons, quizzes, and learning paths eliminate the need for additional authoring tools.
• Streamline training processes: Integrated workflows simplify enrolment, so courses can be assigned seamlessly as part of a 1-2-1 or a standalone action.
• Auto-trigger lessons: Deliver proactive and personalized learning interventions when a pre-configured low-performance threshold is triggered.
• Tracking and reporting: Easily track lesson assignments and completion rates to demonstrate the return on investment from training initiatives.

Support your agents with targeted help

Discover how evaluagentCX’s intuitive reports swiftly identify agents needing help, and how coaching and training seamlessly integrate with Workforce Management systems for efficient scheduling.

“evaluagent was one of the best decisions we’ve ever made as a company.”
Jonas Fandrey, Director at Newstel GmbH

“Easy to set up, easy to use and every piece of MI you could ever want!”
Phil Heighes, Head of Operations at Etika

“Excellent QA tool that comes with a reactive customer service team, what more do you need?”
George Moffatt, Quality Specialist at Channable

“Amazing customer service and helped us meet our quality goals.”
Katharine McCarthy, Director at BFA Care

“Good quality system backed up by experienced and customer driven employees.”
Dennis Camps, CS Application Executive at DHL

Customer stories

Throughout Europe, North America and Asia-Pacific.

Increasing QA Productivity Inside The Share Centre](/content/case-studies/increasing-qa-productivity/index.html)

Delivering customer-focused efficiency saving for Atos Outsourcing](/content/case-studies/atos-average-handle-time/index.html)

A story of transformation for Pinnacle](/content/case-studies/pinnacle-com/index.html)

Experience evaluagentCX

Discover how AI-powered QA and automated agent improvement could work for you! Explore in your own time with a product tour, or get booked in with one of our expert team for a tailored approach.