Products: Quality Management
A powerful way to improve performance.
In many enterprises, the contact center is the most customer-facing department and at its core are the agents. Quality management is an essential part of your contact center operations, not just for reasons of proving compliance, but also for the valuable data it provides to help you improve agent performance and the overall effectiveness of the customer experience.
SER seamlessly integrates both Encore™ voice and data recording and CenterPlus™ agent evaluation tools and basic speech analytics functionality into our call management solutions to deliver a comprehensive quality management offering with powerful options for optimizing every customer interaction.
Quality Management Helps You:
- Achieve compliance and deter fraud. Record voice and data to prove compliance with federal regulations and confirm vital information as needed.
- Increase agent effectiveness. Review recorded interactions to provide personalized coaching and recommend best practices.
- Lower average call times. Evaluate audio recordings and screen captures to identify processes and procedures that get in the way of agent productivity.
- Reduce training time and costs. Leverage recorded interactions to pinpoint specific teaching opportunities and build comprehensive training programs.
- Boost agent retention. Monitor calls to ensure agent competence, increasing job satisfaction as well as agent tenure and experience.
- Gather data. Obtain even more customer insight by tapping customers for direct, specific information about your business.
Product Offerings
- Encore™
Rely on a powerful call recording solution to monitor, log, review, retrieve, evaluate, organize and catalog your voice/data.
- CenterPlus™
Integrate agent evaluation, coaching, and analytics tools with Encore for an expanded quality management offering.