Quality Management is an easy-to-use, full featured quality monitoring solution that enables operations to improve the customer and agent experience. With an agent-centric approach, this offering includes screen and call recording, agent self-evaluations, automated feedback and work flows – all creating an effective balance between operational requirements and agent empowerment.
Quality Management Features:
- Improve the customer experience - Understand your customers’ experiences and where they can be improved with an easy-to-use evaluation and review process. Custom evaluation forms, play back calls and screen recordings, ensure consistent call scoring, find the best interactions.
- Improve the agent experience - Happy agents create happy customers, and engaged agents reduce attrition. Let agents critique themselves with easy access to feedback, create a library of best practices, develop arbitration workflows.
- Ensure processes work - Improve both operational results and the customer experience by identifying where faulty processes are getting in the way. Identify customer pain points, speech analytics and customer surveys, reduce process failures.
- Manage everything in one place - Reduce administration and maintenance efforts and improve reliability with an all-in-one solution. Eliminate synchronization issues, minimize setup and configuration, play back calls and desktop recordings.
StrataCore can help bring clarity to the rapidly evolving CCaaS (Contact Center as a Service) marketplace to ensure you get the best solution for your specific needs. Here's a short video that speaks to the advantages of using an IT services broker to source best-in-class solutions.