Total Quality: Take a Holistic Approach to Quality and Compliance

“Your call may be recorded for quality and monitoring purposes.”

We all hear that message regularly, but it hides a number of problems. Think about it. If calls may be recorded, then perhaps not all calls are necessarily recorded. In most organizations only a fraction of all recordings are being reviewed due to lack of time and resources.

If you’re not evaluating all interactions with agents and bots, you might be missing important insights into the quality and compliance of your customer service. This could jeopardize your overall business.

• Evaluate up to 100% of human and bot interactions effortlessly, across all channels
• Improve compliance adherence and reduce the risk of penalties and loss of business
• Uncover opportunities for improvement and schedule agent training automatically
• Include customer experience data in your quality and performance KPIs

Read the eBook to learn more about a comprehensive approach to quality and compliance that can help you transform your customer engagement strategies.