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Une gestion de la qualité repensée et modernisée, qui répond aux exigences d'implication du client du 21e siècle.

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E-book Gestion de la qualité basée sur des analyses.

Qualité basée sur les analyses

Use the power of speech analytics to focus quality processes on what matters most.

Quality management programs are essential to good contact center operations, but how do you know you’re focusing on the calls that truly matter? Can you be confident that the samples you’ve identified provide a realistic view of what’s really happening in your center?

Gestion de la qualité Verint

Gestion de la qualité Verint

Verint Analytics-Driven Quality can help you automate quality assurance while identifying the types of calls that may be the most important. This innovative solution adds analytics functionality and out-of-the-box reporting to existing Verint Quality Management and Coaching solutions. It can automatically categorize calls into speech analytics-derived categories focused on situations that can make or break customer relationships, including greetings, escalations, hold behaviors, empathy, and confusion. With this insight, your contact center can move beyond traditional quality monitoring and random call sampling toward an insightful, focused quality program that incorporates insights gleaned from the voice of the customer.

We also offer Verint Quality Management, a single, unified application for accessing and reviewing recorded phone, text-based interactions (such as chat), and video. With this proven solution, you can efficiently select and evaluate large numbers of interactions across communication channels based on business relevance, employee performance, and customer input. It’s a practical way to gain insight that would be difficult, if not impossible, to achieve by randomly sampling small numbers of interactions and evaluating them against inwardly focused metrics and processes.

Découvrez l'e-book de Ventana Research sur la gestion de la qualité basée sur des analyses : utiliser l'analyse des conversations pour évaluer tous les enregistrements d'appels.

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