Quality Management

Tailored. Collaborative. Effective.

Improve performance and help your agents shine with tailored coaching in a work-from-anywhere setting.

Key benefits

  • Drive agent engagement and deliver targeted, collaborative coaching in a hybrid work environment
  • Capture and easily search 100% of interactions for greater customer experiences across voice and digital
  • Empower supervisors with an easy-to-use interface and a powerful quality management toolbox
  • Evaluate compliance, behaviors, and proficiency to minimize risk and increase revenue
  • Drive agent engagement and deliver targeted, collaborative coaching in a hybrid work environment
  • Capture and easily search 100% of interactions for greater customer experiences across voice and digital
  • Empower supervisors with an easy-to-use interface and a powerful quality management toolbox
  • Evaluate compliance, behaviors, and proficiency to minimize risk and increase revenue

Learn more about Quality Management

Improve customer experiences with tailored coaching at scale

Streamline the coaching process with easy to find interactions and educational resources

  • Search, filter, and sort interactions to quickly identify best coaching opportunities
  • Highlight, tag, and @mention employees for more targeted and efficient coaching
  • Expedite proficiency using a library of best practices calls and snippets that are available to any agent, at any time

A collaborative approach to developing better customer outcomes

Tools and processes that enable consistency and transparency across your contact centers

  • Increase agent retention with calibration tools that help establish consistent expectations across coaches, teams, sites, and vendors
  • Focus more time on training and performance--and less on administration--with automated workflows for supervisor and employee
  • Boost the customer experience and expedite time to proficiency for agents as they see, hear, and learn from their peers’ exemplary work

Cultivate a consistent approach

Reduce risk with a consistent approach to meeting compliance objectives with our integrated quality and speech analytics tools.

  • Gain a holistic view of quality with powerful, at-the-ready quality dashboards to see team and individual progress in real-time
  • Capture 100% of interactions with 8x8 Speech Analytics, identifying issues as they arise, giving leaders increased confidence in quality performance and their ability to satisfy compliance objectives
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