Voice of the Agent
Your agents are the heart of your contact center: they’re the ones who speak with your customers day in, day out. That of course makes them very well placed to advise on things like process improvements or ways to increase customer satisfaction, but all too often their input just isn’t gathered – their ideas go unheard.
Our voice of the agent solution addresses this. The way it works is simple: at the end of an interaction (such as a call or web chat), a message box appears asking for agent feedback. The agent takes a few moments to answer these questions, and then they move on to their next interaction.
Syntelate XA records the agent feedback, and you can use this data to implement improvements to your contact center. For example, use this information to inform training. After all, who better to advise on agents’ training needs than your agents themselves?