Contact center leaders are realizing that leveraging quality management automation tools for their quality assurance program gives contact center leaders superhuman powers to increase operational efficiency and provide actionable insights that improve agent engagement and customer satisfaction.
These leaders are also unlocking the ability to consolidate all interaction data sources into a single, enterprise-quality application; unify disparate quality programs; and tie quality metrics to business objectives with new reporting tools.
With access to these capabilities, they are becoming quality management superheroes:
- Customized workflows that allow you to automate everything. Boost operational efficiency through process automation. From interaction selection to feedback, all processes should be automated to best meet a company's specific quality and audit requirements.
- Reporting tools that enable you to analyze data from any angle. Uncover deep insights and tie quality metrics to business goals with customized reports, data inputs, layouts and calculations.
- A holistic view of quality by evaluating omnichannel interactions or transactions. Automate the quality process for all channels of communication. Enable transparency with end-to-end tracking, analyzing, monitoring and reporting across all data sources.
- An agnostic solution that untethers quality processes from the recording solution. Access new features more quickly, upgrade with fewer resources, eliminate recording downtime and mitigate compliance risk.
You too can be a QM superhero -- ensuring your contact center has access to these capabilities will enable you to supercharge your quality management program.
To learn more, download the Quality Management Superhero Guide to Automation.
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