Call Center Quality Management Software

Call Center Quality Management Software

Providing world-class customer service and support starts with agent performance. It's imperative that your organization does whatever it takes to ensure the quality of your interactions. As more and more consumers take to social media to share their customer experiences with the world, quality assurance (QA) has never been more important.

KnoahSoft appreciates how important QA is and its Harmony™ Evaluate module offers the solution you need to achieve the most efficient and effective agent performance. By continuously identifying process and performance deficiencies and honing agent skills accordingly, KnoahSoft’s call center monitoring software helps you take corrective steps as soon as possible so your contact center operations are never negatively impacted.

Quality

With the KnoahSoft Harmony™ Evaluate module, each and every voice, email or web chat interaction can be reviewed for quality. These interactions can then be scored against industry standards to ensure agents obtain both positive and constructive feedback on their performance.

Identify and address process and performance deficiencies to deliver the best customer experience.

As part of the KnoahSoft Harmony™ workforce optimization software suite, the Evaluate Module is sold in conjunction with the Analyze module. The KnoahSoft Harmony™ Evaluate QA module allows you to:

  • Quickly identify areas of concern using conversation graphs that indicate problematic calls
  • Insert annotated comments directly into recordings, including level of severity, and denote their location using a marker within the file
  • Evaluate interactions directly from the call recording or playback screen
  • Assign corrective actions, including training courses, define quality plans, and associate criteria scores to specific metrics and key performance indicators (KPIs)
  • Calibrate evaluators and auto distribute calls for evaluation
  • View complete customer interactions (all segments of the call)
  • Access and search evaluations after they have been scored
  • Instill a collaborative work environment among QA supervisors and agents by allowing agents to add feedback to or appeal evaluations
  • Draft and test quality evaluation forms using real customer interactions without exposing the forms to other users and the reporting engine
  • Receive detailed reports by client, worktype group, employee or reviewer that help improve agent performance and overall contact center effectiveness

Related Content

Infographic - How Good is Your Quality Management Software?

Infographic - How Good is Your Quality Management Software?

» Download
KnoahSoft Harmony™ Evaluate and Analyze Modules Data Sheet

KnoahSoft Harmony™ Evaluate and Analyze Modules Data Sheet

» Download
Delta Community Credit Union Case Study

Delta Community Credit Union Case Study

» Download