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Quality automation
Raise your service quality standards exponentially. Our automated quality management (AQM) systems allow you to move from manually reviewing a small percentage of interactions to evaluating 100% of them objectively and consistently, boosting agent performance and ensuring an exceptional customer experience every time.
Description
Move from manually reviewing a small percentage of interactions to evaluating 100% of them objectively and consistently, boosting agent performance and ensuring an exceptional customer experience every time.
- 100% evaluation of interactionsAI analyzes all recordings (audio and screen) and automatically scores them based on customizable quality forms that measure everything from script compliance to empathy.
- Automatic identification of key interactions: The system can automatically flag the interactions of most interest for manual review: those with the worst (or best) score, those containing foul language, those showing customer frustration, or those where a critical step in the process has not been met.
- Targeted coaching and training: Supervisors stop wasting time searching for calls to review and focus on coaching. The platform presents them with the exact interactions that require attention and allows them to create customized training plans for each agent.
- Performance DashboardsBoth agents and supervisors have access to dashboards that show their performance over time, comparisons with the team average, and a breakdown of their strengths and areas for improvement.
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