Coach and train your agents through strategies as well as machine driven scoring. Each interaction is scored based on strategy defined by the customers and then call to action is triggered if one or more of the pre-defined conditions are met.
Customers also have ability to create questionnaires and then rate specific set of interactions to provide specific feedback to agents. All the evaluation data can then be easily blended with speech, IVR and Routing data through our integrated BI tool.
Dave “Renny” Rennyson is the CEO of SuccessKPI. He is a passionate SaaS veteran, global executive, a lifelong learner, and the co-author of “The Art of SaaS.” Dave is obsessed with customer success, solving big problems for his customers, and building highly usable SaaS products that transform the customer experience. Prior to his role at SuccessKPI, Dave served in various senior executive roles at MicroStrategy, Genesys, Angel, Broadband Office, Interactions, Spirent, and Verizon. He enjoys running, reading, skiing, traveling, and trying to play Catan at times a bit too competitively with his family.