The new analytics deliver organizations’ optics to track agent performance across several critical elements that can impact compliance, sales and customer satisfaction.
PerformLine, the leading provider of multi-channel compliance technology, announced the addition of a new suite of features that amplify the capabilities inside their contact center channel.
Developed through the use of artificial intelligence (AI) and speech analytics, the new offering delivers insights from calls beyond what’s available in the spoken word transcript. The new analytics provide detailed assessments of calls and behaviors by both the agent and the consumer, surfacing metrics such as sentiment, talk tone, speaker talk rations and interruptions, that reveal agent performance indicators for additional coaching or commendation.
These metrics also turn call center data into actionable insights to increase sales productivity, mitigate risk and deliver an exceptional consumer brand experience.
“I’m excited to announce that we’ve added a new suite of contact center metrics that track agent performance across several critical elements,” said Alex Baydin, CEO of PerformLine. “These powerful new views equip organizations with the insights they need into their contact center to get a holistic view of agent performance metrics that can impact sales, customer satisfaction, and compliance efforts.”
PerformLine is a leading provider of compliance technology that empowers leaders with a first-line of defense solution to mitigate risk across consumer touchpoints including web, voice, chat, email and social media from one platform. By combining scalable technology with a proprietary rule engine, PerformLine automates the path to discover, monitor and mitigate compliance risks and ensure brand safety.
The PerformLine SaaS platform features full workflow capabilities, real-time analytics, remediation, and monitoring while providing clients with significant time and cost savings by automating compliance activities across channels and departments. For more information, visit http://www.PerformLine.com or follow PerformLine on Twitter and LinkedIn.