I could easily see where agents needed to be coached. I could provide them a guide with target key words and let them track their progress.

Mistranscribed calls. This did create some angst when agents knew they had hit markers but were marked down for it.

My experience has been great,. The team is knowledgable, flexible and easy to work with.

Easy to use, good reporting, data is clear

Would like for it to have some more reporting and affordable AI

The worst QA platform in the industry and I have been in the BPO industry for 9years.

Call recording for future use. It can keep a record of a past call for future use.

Everything about it except call recording. Especially reporting, it is the worst I have seen. Extracting the report to excel should be modified as a table and not as linked worksheets.

To identify areas of improvement, offer alternatives to call handling/system navigation, and to highlight what was done well.

I like the ability to control the speed of playback, to identify with visual markers identified with subject heading for the content of individual parts of the conversation, and the visual bar graphs indicating volume of the conversations to know when it's silent and when it's not.

I don't like that the agent comment space is limited in number of characters, this limits their ability to dispute and state their case sufficiently.

I love it and it has improved the work ethic of my agents.

I use it to monitor my agents every day and it is super easy to maneuver and it helps my agents understand their calls as well.

Everything is GREAT. I don't think anything needs to be changed