Listener Quality Monitoring collects all your customer interactions on all channels, and allows you to analyze them within your Quality Management programs. Thanks to multi-channel connectors, conversations are easily available and ready to be evaluated via our tools : Scoring grids and advanced systems, quotas, processing by typology or by team, assisted evaluation grids, progress plan and corrective actions... everything is there to help you optimize the quality of your Customer Interactions every day through advanced features and automated Quality Monitoring. Thanks to AI evolution, you may also discover our Augmented Quality Monitoring features ...
Because we believe people are fundamental, we offer advanced debriefing and a training dedicated interface, allowing you to establish personalized progress plans for each evaluated agent, as well as a complete interface for your contact centers coaches and trainers.
Thanks to our connectors and our powerful sampler tool, you can intercept your recorded interactions on all channels , the system manages historization and archiving, allowing you to easily determine the populations to be audited.
Without thinking about it, respect the evaluation quotas set internally or by the standard, simply define the number of evaluations desired per agent, per evaluator, per center or per type of contact and for each period of time. Listener QM intelligently distributes the conversations to be evaluated and produces the progress report of the various quota strata
Configurable scoring systems: The scoring systems of the assessed interactions are fully configurable. Choice of answers, point reports, evolving scales, bonuses, penalties, unacceptable situations, everything is ready to allow you to create fair and relevant assessments
Reports CRM Dataviz Quality complete the functionalities offered by Listener QM and allow the in-depth analysis of your Assessments and Progress Plans ...while the modules dedicated to the management of Alerts and the Automation of Processes allow you to give life and a real operational sense of the assessments made
Thanks to the 360°CROSS-CRM system, and analyzing the content of your conversations, emails, or surveys, easily detect the sentiment of your customers, automatically categorize the types of verbatim and act accordingly through automated workflows...
Thanks to the integration of the Listener QM and our process automation tools, it becomes easy to automatically trigger alerts, corrective actions or computer processes in order to remedy the dissatisfactions detected
A whole world for the agent: The agent in charge of processing interactions has, as soon as an interaction is evaluated, an ergonomic and complete space to build his progress dynamic: evaluation results, production KPIS, follow-up of briefs and progress plans, quizzes to learn more, links to your e-learning applications will help him progress quickly and well towards excellence
An interface is provided for establishing, as part of your quality interviews, simple and understandable progress plans and monitoring their progress
Listener QM is connected to your customer engagement tools (call centers, chat and email tools)? With the Cross-Mining option, you can then set up "watchmen" who scan the conversations in progress in real time and send alerts to your teams!
Easily scan conversations on all your channels of interaction with your Customers: Telephone, Emails, Chat. Listener QM also allows thanks to CROSS-CRM built-in connectors, to collect data from review sites or download sites for your applications, or even on social networks.Thanks to our powerful sampler, you integrate your data from all sources, and then easily determine the populations to be audited.
360° view of the quality produced, correlated with your Customer Services data in its entirety: production, trade, quality and customer feedback inform you about the true color of your service.You will receive all this valuable information every morning on your smartphone, or can explore this valuable data, until the end of the night, on your PC or tablet, up to the ;-)
Thanks to the integration of Listener QM and our process automation tools, it becomes easy to automatically trigger alerts, corrective actions or computer processes to remedy the dissatisfactions detected.