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Align customer expectations
and agent performance
inContact Quality Management is an easy-to-use, full featured solution; enabling 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.
Evluate more interactions
per agent with
Achieve your NPS,
CSAT, CES and other
Improve the customer
experience by gaining a
complete understanding of
Industry-leading quality management software
Understand your customers’ experiences and where
they can be improved with an easy-to -use evaluation and review process.
Happy agents create happy customers, and
engaged agents reduce attrition.
Improve both operational results and the customer
experience by identifying where faulty processes are getting in the way.
in one place
Reduce administration and maintenance efforts
and improve reliability with an all-in-one solution.
What is Quality Management?
Quality Management software enables organizations to review and capture customer interactions and coach their team upon areas to improve. Modern Quality Management solutions focus on the agent experience and engagement to ensure they are a focal point of the quality management process. Key features should include; customizable evaluation forms, an agent self-evaluation process, evaluation processes for all channels, and the ability to review a screen recording of the agents’ desktop during their customer interaction. A complete solution will be integrated with all components of the Workforce Optimization suite such as Workforce Management, Performance Management and Customer Feedback Surveys.