Impact 360 Quality Monitoring
Understanding agent performance
Monitoring, measuring and managing service quality via a call recording solution is a priority in most contact centres today.
Impact 360 Quality Monitoring from Verint Witness Actionable Solutions includes a number of new features, allowing team managers and supervisors to further evaluate and enhance staff performance, coaching and training.
Read more (Brochure, Impact 360 Quality Monitoring, PDF)
Record More Than Just The Conversation
Impact 360 Quality Monitoring not only captures conversations taking place between your customers and agents, as well as the corresponding activities taking place at agents’ desktops, such as keystrokes, data entry, screen navigation, and after-call wrap-up.
Real Time Monitoring or Direct to Your Inbox
Calls can be monitored in real time, or presented automatically for evaluation using the Smart Inbox function, delivering recorded interactions directly to your desktop based on your chosen criteria.
Intuitive Tagging, Search and Replay Recorded interactions are tagged and stored automatically for easy, intuitive search and replay. You can also select calls for evaluation at random, or define criteria to flag emotional calls, escalations to supervisors, compliance issues, and more.
Performance Management Scorecards
With Impact 360 Quality Monitoring you can utilise performance management scorecards to display key metrics. Choose from an extensive set of predefined KPIs, or create your own, to allow all levels of your operations to see how they are performing against their goals.
Fully Customisable Evaluation Forms
You can design intelligent evaluation forms quickly and tailor them specifically around your business objectives. Forms may include default answers, free-form comments, and pre-set reason codes. Reports and graphs help provide agents and management with insightful performance feedback.
Schedule and Track Coaching Automatically
Out of the box workflow functionality allows for scheduling, delivering and tracking coaching sessions, integrated against individual quality monitoring scores and KPIs. Tying these together provides agents and supervisors with better guidance on how to develop and enhance their skills
Encryption Management & PCI DSS Compliance
Impact 360 Quality Monitoring uses AES-256 encryption to protect data when recorded, in transit, and/or archived.
Read more (Brochure, Impact 360 Quality Monitoring, PDF)
For more information on Verint Impact 360 Quality Monitoring, contact a member of the CCT Team on 0117311 5969 or email mailto:website@cctonline.co.uk.