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Herzie en moderniseer quality management om te voldoen aan de eisen van customer engagement in de 21e eeuw.


eBook Analytics-Driven Quality Management

Analytics-Driven Quality

Use the power of speech analytics to focus quality processes on what matters most.

Quality management programs are essential to good contact center operations, but how do you know you’re focusing on the calls that truly matter? Can you be confident that the samples you’ve identified provide a realistic view of what’s really happening in your center?

Kwaliteitsbeheer van Verint

Kwaliteitsbeheer van Verint

Verint Analytics-Driven Quality can help you automate quality assurance while identifying the types of calls that may be the most important. This innovative solution adds analytics functionality and out-of-the-box reporting to existing Verint Quality Management and Coaching solutions. It can automatically categorize calls into speech analytics-derived categories focused on situations that can make or break customer relationships, including greetings, escalations, hold behaviors, empathy, and confusion. With this insight, your contact center can move beyond traditional quality monitoring and random call sampling toward an insightful, focused quality program that incorporates insights gleaned from the voice of the customer.

We also offer Verint Quality Management, a single, unified application for accessing and reviewing recorded phone, text-based interactions (such as chat), and video. With this proven solution, you can efficiently select and evaluate large numbers of interactions across communication channels based on business relevance, employee performance, and customer input. It’s a practical way to gain insight that would be difficult, if not impossible, to achieve by randomly sampling small numbers of interactions and evaluating them against inwardly focused metrics and processes.

Bekijk het eBook van Ventana Research over analyse-gestuurd kwaliteitsbeheer: gebruikmaken van spraakanalyse om alle gespreksopnames de beoordelen

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