Products > Cloud Contact Center > Features > Quality Management

Quality Management for 8x8 Virtual Contact Center


Collaborative Performance Management
Tightly integrated cloud-based quality management solution that enables collaboration to drive exceptional results.


Your agents are your front line to your customers. When agents don’t perform, you hurt your customer relationships. 8x8’s Virtual Contact Center with Quality Management helps you deliver excellent customer experiences while maximizing agent efficiency. With 8x8 Quality Management, you can:

  • Identify and monitor agents in need of coaching
  • Highlight high-performing agents as role models
  • Enable collaboration via industry-unique @mentions built into the application

8x8 Quality Management offers powerful, yet simple ways to improve contact center agent performance.

8x8 Quality Management

Get the Best from Your Agents with 8x8 Quality Management

Fast to set up, easy-to-use system takes the cost and headaches out of coaching agents for optimal performance.

  • Tight integration into 8x8 Virtual Contact Center
  • Class-leading elastic search technology to quickly find noteworthy interactions
  • Flexible scorecards to structure and rationalize feedback
  • Efficient agent review environment:
    • Timeline allows you to easily move within a call
    • Separated agent and customer waveforms for efficient reviews
    • Adjustable, high quality screen recordings provide insight into agent activities
    • @mentions and annotations available throughout application
    • Powerful and flexible pivot-table style reporting
    • Trend analysis to efficiently spot strengths and areas for improvement

8x8 Quality Management Features

Tight integration with 8x8 Virtual Contact Center

  • One contact center platform that delivers the breadth of functionality required to deliver excellent customer experiences and maximize agent efficiency
  • Automatically share agent information across contact center and quality management solutions
  • Single sign-on grants access across both products
  • Fast, simple quality management setup instantly incorporates agent information from Virtual Contact Center
  • Built-in training for onboarding supervisors and agents to drive use of the tool throughout the call center
  • Comprehensive roles and permissions to granularly control access to sensitive data

Simple, easy-to-use toolset

  • Quickly and efficiently search through thousands of calls in seconds
  • Filter transactions on a variety of criteria, including agent’s name, queue, customer name, transferred calls, transaction codes, custom fields, and more
  • No complex linguistic search or artificial intelligence required: easily find noteworthy interactions using a simple search tool

8x8 Quality Management

Powerful tool for building agent review forms

  • Easily build evaluation templates that support a variety of question types (yes/no, multiple choice, single answer, 1-10 scale)

Contact Center Quality Management - Build Agent Reviews Templates

Quantify and measure agent performance

  • Define performance expectations and measure agents
  • Set performance baselines and measure changes over time
  • With multiple reviewers scoring the same interaction, differences between the scores can be used to normalize the review scoring between different reviewers
  • Attach and share up to 10MB of files per evaluation
  • Auto save feature when completing evaluations; never lose your work

Call recording and screen storage

  • Storage plans by week, month, quarter or year
  • Supports Manual Screen Recording while not on a call
  • Supports Windows and Mac Desktop environments for screen recording
  • Speed up or slow down synchronized playback of voice and screen
8x8 Webinars

View all webinars

Learn from 8x8 experts and industry leaders how global cloud solutions from 8x8 can help your business and improve your customer service, all while saving you money and time.

Make the Right Decision

View all white papers

8 Critical Questions to Ask about Cloud-based Contact Center Technology.

Request a Quote

or call 1-866-928-0720

Contact Sales

Call Today

1-866-928-0720

 

Chat hours: Monday - Friday
6:00 am - 5:00 pm
Pacific Time

Need help? Contact Support