What's broken.

Reviewers can only touch a few calls per agent per month. The other 95% go unscored.

By the time a coaching note lands, the agent has handled hundreds of conversations.

Without consistent scoring on every call, coaching turns into a manager's gut feeling.

Trends, themes, and product gripes drown in the volume nobody listens to.

Agents juggle 6 tabs and last week's policy doc while the customer is on the line.