Your immediate business results and long-term brand health hinge on every customer interaction and nothing is more important to these elements than your contact center. With every interaction your agents become the ‘face’ of the organization and either build up or tear down your business.
Organizations that focus on a formal quality management program and dedicate themselves to improving the customer experience will differentiate themselves in the marketplace and become more successful.
Evolve IP’s quality management service lets you capture, track, evaluate and measure every caller-agent interaction by building custom agent scorecards and directly linking them to agent call recordings. With this service businesses can create a formal quality management program with proven results for improving agents’ performance, increasing caller satisfaction and improved business results.