Call Recording Featured Article
Call Recording: Sentient Solutions Improves Staff Performance for Contact Centers
Sentient Solutions is improving staff performance for contact centers with the release of a new hosted software solution called Scorebuddy.
Designed to eliminate the need for spreadsheets and documents, the new solution enables quality managers and team leaders to score agents and track and review outcomes.
Scorebuddy promises to deliver improved accuracy, engaged agents and actionable data at a low cost, according to callcentrehelper.com.
Sentient Solutions took two years to develop Scorebuddy and collaborated with several call centre operators to design a solution that addresses all their specific requirements.
Thanks to the solution, call centre operators can easily manage and consolidate multiple spreadsheets to produce reports. Typically, operators spend considerable time in preparing and conducting agent reviews.
This time is cut down by Scorebuddy as it completely streamlines this process and delivers considerable savings in terms of management resources for a low monthly cost.
“When we developed Scorebuddy, we brought all our experience in the industry to bear and involved clients throughout the project,” said Derek Corcoran, MD. “The result is something unique in the marketplace, a proven, cost-effective platform that both drives quality and cuts management time. It’s a win-win for our customers.”
Sentient Solutions’ Scorebuddy is a stand-alone product, which removes the dependency on scarce IT skills to modify and manage static in-house solutions. The solution can track the multi-media activities and is very easy to deploy.
Due to its features clients can use it to assess and audit back-office activities such as complaints handling, account closures or refunds.
Sentient Solutions was in news last month when it signed a license agreement with AeroVironment allows AeroVironment to distribute Sentient's automatic target detection software for full motion video for use with small unmanned aircraft systems.
Edited by Juliana Kenny