With Nexidia, we pinpoint the topics we want to cover with the agent, help them understand we’re there to help improve their performance, and in the end what they’re really going to be doing is providing a better experience for the customer."
Products
Nexidia Evaluate
Nexidia Evaluate manages agent performance against strategic corporate objectives.
User-Defined Quality Initiatives: By categorizing calls, qualitative and quantitative information can be gathered and the results can be tracked at the site, team and agent levels to drive corporate initiatives.
Drill Down Capability: Ensures that actual audio is always a click away and that supervisors do not spend extraneous time searching for relevant calls that can be used in agent evaluation.
Easily Read Dashboards: Results can be seen at a glance. Allows supervisors to see how goals are being met by the company, by the team or by the specific agent.
Customizable Evaluation Forms: Individual scoring can be performed on all recorded calls or ones that meet specific criteria. Evaluation forms are based on templates, with specific categories and questions, and they support default answers, annotations and hints to assist the evaluator when needed. Auditing and calibration exercises are also supported.
- Flexible Solution: Allows for quick changes, expansion and integration. As key initiatives, teams or performance metrics are re-evaluated, Nexidia Evaluate is easily modified to meet changing contact center needs.
- Manage Performance: Allows contact center performance to be managed more accurately against corporate objectives
- Timely Feedback: Receive results in near-real time enabling prompt coaching and training
- Increase Accuracy: By utilizing 100% of calls, monitoring is no longer based on small sample sizes so trends can be analyzed
- Decrease Training Dollars: Target training to specific agents for specific objectives versus a blanket approach
- Increase Retention: Make each agent more a more successful, valued team member
- Improve Customer Service and Loyalty: Provide a better customer experience through improved agent performance
