Quality monitoring
With the quality monitoring tool, we aim to shed light on the 'real' customer experience. Artificial Intelligence – an unprecedented quantity of data? Our artificial intelligence makes using that data a lot easier.
IMPROVE YOUR PROCESS
All quality results in a transparent web-based system
Whether you work with multiple call centers or just one, you’ll have all your results in a transparent reporting module. Easily distinguish between the quality results of your multiple channels (telephony, chat, e-mail and more) and immediately see where improvements can be made.
InIncrease quality
Involve your employees in the quality process
Help your agents to think about the quality process. You can do so by having them evaluate themselves, draw up action plans, create quizzes and compare results.
Evaluate
Make life easier for your team coaches
Nowadays, team coaches have many different tasks and they often have little time left over for quality monitoring. And if quality monitoring is cumbersomely organised, it puts even more pressure on the team coaches. We solve this problem. Team coaches get access to their own portal, where they can easily evaluate, play audio files and track results.
Marnix Somers
Integrating MyQM into your business operations?
Improve your customer contact today by integrating MyQM into your organisation. MyQM gives you a grip on the quality of customer contacts.
QUALITY MONITORING
Net Promoter Score and Customer Satisfaction integration
Traditionally, the worlds of quality monitoring and customer surveys have been separate. They both reveal a truth – namely subjective and objective truth. That separation is a pity, because the truth always lies somewhere in between. By uploading your survey data into our quality monitoring tool and making this data directly available to your team coaches, we try to bring the 'real' customer experience to light – at both individual and group level.
ARTIFICIAL INTELLIGENCE
Use your data more easily
Organisations have access to an unprecedented quantity of data, namely the conversations they have with their customers. However, using that data remains a tricky task. Our artificial intelligence makes using that data a lot easier. After the interviews have been analysed, the data is made available to the team coaches. They can then filter by emotion recognition, word recognition and speech to text to identify the conversations for which feedback is relevant.
Dvelopment
Develop your agents
Ultimately, it is the agents on the phone, e-mail and chat who determine the quality of your service. We enable you to create a comprehensive coaching document at the end of the month with just a few clicks. Both the agents and the team coaches immediately have a complete overview of that month’s results, making clear right away where improvements are needed.
Contact Center Live offers total solutions for your contact centre environment. Making both inbound and outbound customer contact efficient, affordable and profitable. Enabling you to directly and visibly improve your customer service
— Rob Wegdam, Oprichter Contact Center Live
Contact us or request a demo
We’d love to help you continuously and visibly improve your customer service. Interested? Please feel free to contact us with no obligation. Together we will create the ideal customer journey for your customers.