Our Solutions

Userinsights provide a calibration platform which ensure that evaluators are calibrated among each other, and measured whether they are scoring accurately and consistently.

We use a quantified approach to calibration where evaluators are scoring a transaction compared to an expert.

With Userinsights you can track how the individual monitors develop and grow over time and what areas they find difficult and make errors in, so specific action plans can be made for each one.

Calibration

Calibration

Continuous calibrations of the people monitoring the teams are very important. The results from the performance analyses will never be better than the quality with which the notes and entries the Quality Team and the Team Leaders make.

Calibration is important because if evaluators are not calibrated and therefore scoring inconsistently and inaccurately.

Calibration is important because if evaluators are not calibrated and therefore scoring inconsistently and inaccurately.

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The Platform

We believe in creating a tool that is easy to access, easy to use and easy to administrate. The tool is based on user feedback and extensive experience working with performance management, processes in contact centers, retail environments, social media - we have more than 40 years of combined experience in customer touch point management.

We have made this plateform as we have not found what we are looking for in the market today. All tools we have encountered are all about fixing agents - what we want is to identify defective processes and fix them. Them is what Userinsights enables you to do.

We deliver the framework for you to use. We will train your staff in how to administrate the tool - giving you the access and ease of use with having to issue change requests or tickets to do what you want.

Userinsights is a cloud solution, accessed through the web - no installment needed. Simply use a browser and you can use the tool.

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