Interactive & Collaborative Quality Assurance
Simplified software tools ensure contact handling meets your standards.
Maintaining skilled and motivated customer service staff is key to success. Motivating agents to achieve service excellence and efficient workflow ensures your organization stays ahead of competitors. With Engage Quality Management software staff can perform evaluations, coach, provide e-learning content, pinpoint needs of improvement, and set practices that increase satisfaction, drive sales, and build customer loyalty.
Receive timely feedback
Now you can easily provide agent performance feedback regularly and consistently to inspire change and monitor progress to improved KPIs and metrics. Review and score live-monitored calls, recorded calls, and synchronized voice and screen recordings which may include call-related chat, emails, and social interactions.
Identify needs for skills & process improvement
Service workflows enable you to select sets of customer interactions for quality review. Evaluations may be assigned automatically or manually. Use Engage Speech Analytics software to identify areas where handling needs improvement. Evaluators receive review assignments. Agents can review evaluations, benefit from constructive coaching and e-learning assignments, and even challenge evaluations. Dashboards monitor quality trends and provide opportunities to investigate ways for improvement.
Improve contact center & back-office
Focus on adherence to standards and compliance with regulations. Evaluate business practices and workflows, including back-office, for consistency and accuracy. Monitor performance metrics. Multiple evaluators can score calls, applications, or processes (claims, billing, reporting), and save “calibration standard” evaluations.
Create easy-to-use-and-share evaluations
- Create unlimited forms, sections, questions and responses.
- Email completed evaluations to agents.
- Review and score call and screen recordings.
- Weight scoring for each section, question, and response.
- Define skillsets to pinpoint areas for coaching.
- Track critical handling errors with “Auto Fail” feature.
- Report on trends using key metrics.
Quickly create evaluations on demand
Create evaluation forms easily with custom questions and scoring methods including skills-based questions and categories with color coding. Select question types, assign weights, and add comments and helpful hints. Denote “auto-fail” questions, annotate call portions, and attach learning assignments to evaluations. Use auto-repeat to speed adding similar questions, total scores at multiple levels automatically. Exclude non-applicable questions and set “auto-fail” questions to result in a 0 total score.
Empower with coaching & e-learning
Engage Coaching and e-Learning software equips agents with knowledge and tools to better understand their strengths and weaknesses, fostering better performance, empowerment and morale. Coaching may be initiated from several points within the process and assignments are tracked to closure.
- Guidance in best-practices and self-paced learning
- Curricula based on performance and roles
- Online multimedia resources library
- Track completed assignments and evaluation reviews
Analyze & score automatically
Large enterprises that must analyze every customer interaction, categorize contacts, and score agent handling may do so efficiently and effectively with Engage Analyze Pro. This software tool automatically analyzes interactions for specific characteristics, tags key language and handling behavior, and categorizes them for review. Key characteristics are identified, analyzed, and combined into scores for key performance indicators (KPIs), such as service quality, customer satisfaction, emotion, and compliance risk.
- Improve Quality
- Assure Adherence
- Increase FCR
- Increase Satisfaction
- Increase Retention
- Build Loyalty