Five9 Connector for Scorebuddy
Scorebuddy is a Cloud based staff Quality Assessment tool used to measure and improve staff performance by evaluating multi-channel customer interactions in contact centres. The purpose of this tool is to build trust, consistency and agent engagement which in-turn directly improves end-user customer experience.
Scorebuddy customers use the Five9 Connector to streamline their QA evaluations across all channels including calls, emails and chat and report on performance identifying process or training gaps to facilitate continuous improvement.
Scorebuddy Feature Packs
The Essential package is just that; the heartbeat of the application. Scorebuddy offers unlimited, fully customizable scorecards giving you the core features you need to streamline the gathering of QA data, add coaching tips, categorise with custom tags and organize reviews with agents and maintain consistency through calibration scoring.
If you focus on agent engagement the Elite package is for you, personal dashboards allow Evaluators, Supervisors and Agents to view team and individual performances. Stay connected with notifications and our Elite In-mail function to quick message one or more staff. Get a 360-degree view displaying Customer Sentiment side by side with QA scores using integrated Surveys.
The Enterprise package is a high impact suite of sophisticated tools for any expanding or multi-location organisations. Deep dive with the Analytics module using any of the 35 reports. Trend reporting and gap analysis lets you to track progress and take targeted action. Root-cause analysis will pin point broken processes, training gaps and teams or individuals that are exceeding or falling below target.