Nexidia

Improve Your Agents' Performance.  Meet Your Strategic Goals.

“With Nexidia we've increased our cross-selling of a particular product by over 50% in only five months.”
—Neil Conway, Head of Operations
Ventura

Understanding how agent performance affects corporate goals can be a challenge. Once strategic objectives have been identified, the difficulty lies in managing those objectives at an agent level. Without the ability to set agent level metrics against identified goals, you're left with an inaccurate view of performance and a lack of understanding about what specific issues or behavior need to be addressed. With the use of Nexidia Evaluate, supervisors now have a fast, reliable method for seeing how expectations are being met across the organization, by team or by specific agent. And by using the actual audio to understand the context and content of the calls, targeting training to specific agents and areas is easier than ever before. By utilizing Nexidia Speech Analytics to improve agent performance your contact center is able to:

Decrease Average Handle Time:

• Pinpoint opportunities for agents to expedite calls on key issues
• Identify areas of non-talk time and determine the cause

Increase Revenue:

• Improve agents' ability to cross-sell and up-sell

Decrease Training Costs:

• Target training to the individual and call type. Don't waste money on blanket programs

Decrease Transfers:

• Find incorrectly transferred calls due to lack of agent knowledge about a product, service or policy

Improve First Call Resolution:

• Identify when an agent's number of repeat calls doesn't meet the corporate goal
• Discover where agents could provide different or more complete information to resolve the call on the first contact.