Automatic behavioral scoring
Our native Salesforce quality auditing tool is designed to help you measure the quality of your customer service. Our solution is adaptable to suit your industry and requirements and allows several types of scoring.
As quality data is held in your Salesforce you can link the scores and learning directly to cases and opportunities. Enhanced reporting and dashboards will give your frontline staff, managers and senior managers insights into the performance of the team, individuals and departments.
Our AI-Assisted Quality Auditing ensures all cases are automatically checked for the emotion/sentiment expressed by customers and agents, giving high levels of insight to QA teams and management on which cases require attention. The AI can also be utilised to flag compliance errors as they occur, minimising risk and ensuring a better customer service is provided.