e-Glue Business Technologies, a provider of real-time adaptive solutions for customer interaction, has announced the release of e-Glue Direct for Quality, a new solution designed to deliver improvements in the quality of customer service by providing agents with active, relevant support during live interactions with customers. e-Glue's approach leverages agent quality scores from quality monitoring systems and real-time information from the call to decide the type of support an agent needs. Direct for Quality's real-time reminders appear at the right time in the call to deliver relevant information that's tailored to the needs of each agent. For example, agents who forget to update customer contact information will receive a real-time reminder whenever caller information is missing. e-Glue helps close the natural variation gap among agents; as agents master particular quality areas, their quality scores improve and they no longer receive prompts for those areas.

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