Snowfly has had automated quality management (AQM) for a few years, and we’re deep into using the power of AI to augment the power of AQM.
Snowfly’s AI-powered AQM allows you to perform AQM on 100% of your interactions (audio and text). No longer are you bound by the restriction of how many calls a human can listen to (not to mention, digest and really analyze).
This allows you to find the 5% of your “worst performing agents” and, as important, understand why they are your worst performing agents. No more assumptions, no more guesses, just good information to help you make the right decisions (training, termination, etc.).
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