QC

Question 1

What are KPI’s for QC

Answer 1

“Customer Satisfaction

First contact resolution

Average handle time

Hold time

Sales effectiveness “

Question 2

What are buyer persona’s for QC

Answer 2

VP of Customer Service / Contact Center Site Director / Quality Assurance Leader / QA/QM Manager

Question 3

What are business Challenges for buy personas for QC

Answer 3

“Evaluate more agents with less resources

Retain Agents and hold them accountable

Understand performance - consistency and Time Spent

Understand the agents impact on operations”

Question 4

What are key capabilities for QC

Answer 4

• Identify agent interactions that need attention
• Automate process and eliminate manual work
• auto-score the interactions with full visibility on a dashboard - Suggestions as well.
• Track agent and team performance, coaching, evaluate interactions
• Align the quality program to goals with Integrated BI reporting –tool includes pre-configured templates with the ability to customize them.

Question 5

What are disco Q’s for QC

Answer 5

How do know that your agents trust the evaluation process

how do you see into your remote agents behaviors or interactions

How much QM today is done manually?

Question 6

What are differentiators for QC

Answer 6

Works with any recording platform

AI Driven with sentiment and behavior solution

one single platform

Question 7

What are Competitors for QC

Answer 7

Verint / Genesys / Calabrio / CallMiner / Clarabridge

Question 8

What are Success Stories for QC

Answer 8

“Northwestern Mutual - Random call selection for evaluations.

100% call monitoring
AHT Reduced
evaluation time saved”