A complete guide to the Agent Impact Score (AIS)

Ashley Sava

September 2, 2020

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The Agent Impact Score (AIS) is the world’s first algorithm that scores call center agents on the things that actually matter. It’s a powerful, complex and groundbreaking tool. Our guide can accelerate your journey into AIS in no time. 

With AIS, every customer interaction receives a separate, objective score with no bias. Agent performance can be looked at across a spectrum from poor or below-average performance to superior behavior.

AIS enables quality to be viewed on a spectrum that is both observably important to the customer and actionable on a per-call basis. Agents can learn to spot specific phrases associated with complex emotional concepts such as decision uncertainty. QA scores can reflect how the agent handled such expressions. And business leaders can make informed investments in training or tools knowing the relationship between agent actions and customer outcomes.

Are you ready to learn how to unlock details on how the specific contributions agents make are tied to business outcomes? Are you wondering if your organization is successfully aligning agent quality with effort reduction? It’s time to start holding your agents accountable for CX by getting down to the bottom of high-effort customer experiences. 

The complete guide to the Agent Impact Score.

Learn how QA scorecards and agent performance management have evolved, how innovations in AI can help identify specific agent behaviors that need coaching, how traditional handle-related measures impact the level of customer effort, how individual agent behaviors are separate from overall customer effort and how to save at-risk customers and spotlight critical business transformation opportunities.

Start differentiating the impact of agent behavior from overall customer effort to highlight opportunities for upgrading your business performance today! Visit our guide for more information.

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