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Quality Monitoring for Contact Centers

The quality of interactions among your agents, dispatchers, or call takers with customers and the general public can greatly impact how people perceive your organization. That’s why quality monitoring is so important to your success. Verint Witness Actionable Solutions offers three quality monitoring solutions: Impact 360 Quality Monitoring, Impact 360 Express Quality Monitoring, and Audiolog Interaction Quality.

Impact 360 Quality Monitoring – A Powerful Contact Center Quality Monitoring Solution
Incorporating the powerful functionality of Verint’s ULTRA, Impact 360 Quality Monitoring is a comprehensive solution that combines quality monitoring (QM) and recording with performance management, eLearning, and customer survey capabilities.

Part of the Impact 360 Workforce Optimization solution, Impact 360 Quality Monitoring provides a wide range of functionality that can help call centers and multimedia contact centers improve agent performance and customer satisfaction, including:

• Contact Recording – Features patented, synchronized voice and data recording, enabling companies to capture, manage, and learn from the complete range of customer interactions — voice, Web chat, email, and more — by defining the conditions for random, scheduled, selective, or full-time recording.
• Automatic delivery of calls for evaluation — Automatically delivers contacts for evaluation, so supervisors can focus on improving agent performance, rather than on the mechanics of collecting calls. The Smart Inbox can be customized to receive a precise quota of calls per agent or calls that meet specific contact-related criteria, such as calls of a certain duration.
• Intelligent, customizable evaluation forms — Enables forms to be rapidly designed and customized to your business objectives. Evaluation forms can incorporate many types of questions, default answers, free-form comments, and preset reason codes, simplifying completion.
• Performance management — Enables agents to view their quality scores and listen to evaluated calls from their desktops for a better understanding of how to improve performance.
• Unified evaluation and playback workspace — Improves the efficiency of the evaluation process, helping to make supervisors more efficient.
• Synchronized audio and screens — Streamlines the evaluation process.
• eLearning — Automatically assigns and delivers eLearning sessions directly to employee desktops based on scorecard results and quality monitoring evaluations.
• Comprehensive reporting — Delivers information to supervisors and managers.

While traditional contact center quality monitoring yields important insights for addressing issues, it usually does not cover activities that occur outside of the contact center, but that nevertheless affect contact center call volume and performance. Optional speech and data analytics can help you zero in on the interactions that matter most to your organization, including: 

• Business issues, such as regulatory compliance or a new sales campaign
• Customer experience indicators, such as emotional calls or escalations to supervisors
• Customer churn triggers, such as competitive threats or back-office process problems
• Market segments, such as VIP customers or customers in locations with high per capita income

Impact 360 Express Quality Monitoring – A Solution for Small and Mid-sized Contact Centers
Quality Monitoring/Recording — Impact 360 Express provides monitoring, evaluation, coaching, and development tools for improving the quality of your customer interactions. It can capture interactions and link all calls related to a single transaction together to provide a complete transactional record for compliance, liability, and risk management initiatives. You can find and review recordings in just seconds — a key advantage over time-consuming, manual searches that are typical of traditional call logging applications. What’s more, Impact 360 Express uses standard, online storage technology to provide an economical, effective way to store captured interactions.

With Impact 360 Express Quality Monitoring, you can:

• Enhance service using captured interactions to understand trends, spot potential performance and process problems, and proactively address them.
• Better manage customer disputes, rather than just settle them, using captured data.
• Address compliance and liability issues more effectively.

Audiolog Interaction Quality – A Solution for Smaller Contact Centers

Audiolog Interaction Quality is an easy-to-use software solution that provides a range of capabilities to enhance performance and productivity in smaller contact centers. Its intuitive, browser-based interface places call selection, playback, evaluation, and scoring functions within easy reach, enabling supervisors to retrieve and play back recordings and screens and evaluate agent performance right from the desktop.

With Audiolog Interaction Quality, evaluation forms can be quickly and easily designed to address specific products and programs. Supervisors can view performance details, summaries, and trends in an array of standard and customizable reports. And they can use this intelligence to identify agent skill gaps and provide targeted coaching, pinpoint and address process inefficiencies, and understand how to deliver a superior customer experience that builds customer loyalty and boosts customer value.