By using smart evaluation forms and scoring, managers can assess client interactions, sales practices and techniques and adherence to rules and policies. This solution allows users to select interactions randomly or by using a sample rate for an employee or group of personnel. Users can create effective evaluation forms for assessing the skills of their staff by using drag and drop functionalities accessible through the web interface. Using closed questions, multiple choice questions, text or numerical based questions, weighting and skill assignment features, your users can effortlessly design and customize evaluation forms to suit your specific requirements.
Using Verint’s scorecard functionality, you can gain an effective and easy-to-use method to measure the performance levels of your workforce. Scoring happens in evaluation projects and can be conducted consistently, defined by a set of conversations and an evaluation form used by the supervisors for scoring. The feature allows users to select interactions for evaluation and scoring with configurable access control.