Quality Management for Contact Centers

Monitor, manage, and meet customer expectations to boost agent performance.

Why Use Call Center Quality Management Software?

The optimal customer experience is the product of smart quality management and superior analytics. This allows you to take every interaction with your customers as an opportunity to learn from, strengthen, and grow your customer base. But how do you ensure your team is providing the best experience possible?

Using a premium call center quality management software enables you to benefit from:

  • Recording all of your omnichannel interactions
  • Pinpointing agents in need of remediation
  • eLearning, training and the delivery of agent reviews to promote collaboration and improve agent performance
  • Tracking progress to ensure agents have made the appropriate adjustments to meet company expectations
  • Improved quality of service and customer satisfaction

How Does Quality Management Work?

It starts with the monitoring/analysis of captured interactions – audio, screen, chat, email, social, etc. – and ends with a toolset giving you assurances you’re providing the best possible experience for your customers.

Quality management software gives you an integrated solution that enables a synchronized, robust, optimized workforce along with enhanced customer interactions.

Shape the evolution of your contact center staff with the following:

Scoring and evaluation

Integrated scoring and evaluation allows users to score recorded interactions with screens with a simple, user-friendly playback experience you can build an unlimited number of ways to structure and weigh your scoring forms, allowing you to streamline your quality management processes regardless of interaction type.

 VO Live for agent assistance

Monitor and take control of agent screen activity in real-time providing the option for instant intervention. Your supervisors gain insight into agent activity with industry unique monitoring which enables agent performance insight on a different level.

Agent Timeline

View recorded interactions in a timeline view that provide supervisors a visual representation of an agent’s workday. Calls, chats, email and social interactions are color coded giving supervisors a clear understanding of an agent’s workday.  Initiate playback of recorded interactions directly from timeline views further streamlining workforce engagement.

Agent Portal and e-Learning

Virtual Observer's Agent Portal provides the agent a looking glass into the quality management process. When agents can review their recorded interactions, compare their KPI’s to their peers, and receive targeted training materials based on scoring outcome, they’re empowered and positioned for success.

Quality Management Software Is a Cornerstone of Your Contact Center.

Develop a consistent message

Through every medium, whether it be voice, chat, email, or social media, etc., quality management software enables you to make sure your organization is presenting the right face regardless of interaction type.

Gain broad insight into your business

Quality management software delivers technology that helps you combine your data with analytics so you can see the customer experience from a holistic perspective and make smart decisions for your contact center.

Improve employee engagement

Engagement in the contact center drives motivation and increases performance levels. Quality management encourages employee engagement on a level that empowers each agent, gives them immediate feedback they need to stay involved, and helps you create accurate benchmarks.

The right quality management solution will ensure your employees feel empowered and involved and your customers feel as though they are getting the experience they deserve.

Empower Your Agents and Drive Customer Loyalty

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Revolutionize the efficiency and success of your contact center with a solution that helps you retain high-performing talent and provide the best possible customer experience. Learn more about Virtual Observer or request a demo today.

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