Eureka provides an automated Quality Management environment that allows monitoring of 100% of the customer contacts against scoring that meets virtually any standards framework. Quality management is no longer labor intensive and arbitrary.  It is consistent, compulsive, and accepted by all contact center staff.

Eureka’s Scorecard and Explorer dashboards facilitate performance analysis and behavior change.

Explorer provides visual heat maps to facilitate analysis of best and bad performance, and comparisons across any business-defined dimension, identification and notation of competencies that require coaching and drill-down to calls or individual scorecards for any out-of-the-box or business-defined competency.

Eureka Scorecard supports review and analysis of an individual or group score, allows definition of the relevant comparison group, and provides visibility into how an agent has performed compared to acceptable ranges, comparison group or previous time period.

Eureka supports alignment and integration with manual and performance management business systems – ask us how.