Total Quality for Customer Engagement
Traditional quality programs are no longer enough. Elevate your call center service quality. Monitor up to 100% of interactions across all voice, digital, and bot channels. Add customer feedback and agent coaching in the moment. Drive employee engagement, performance improvement, compliance, and an exceptional customer experience.
Read: Take A Holistic Approach to Quality and Compliance
Top 5 Customer Service Quality Challenges
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Meeting high customer expectations
Read: State of Digital CX Report65% of consumers moved to a competitor after receiving a poor customer experience. Yet, customer feedback is rarely integrated in quality programs.
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Monitoring all customer interactions
Read: Automated Quality - 6 Steps to SuccessMore than 97% of interactions go unmonitored. Non-voice, digital and bot interactions are often not reviewed at all.
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Providing objective agent feedback
Read: Don’t Wait Until the Call Is OverUsing consistent, non-biased performance feedback and guidance to handle challenging calls as they happen helps you tackle agent attrition and improve coaching.
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Managing compliance risks
Discover: Automated Quality ManagementFailing to identify non-compliance with processes and regulations leads to poor customer service, reputational damage, fines, and penalties.
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Maximizing agent performance
Watch: Secrets to Boosting Quality & Agent PerformanceProviding real-time agent guidance through challenging calls improves interaction quality, enhances agent performance, and drives better customer experiences.
Is your quality program deceiving you?
Unless you’re reviewing all of your agent and digital interactions, you’re missing important insights into the quality and compliance of your customer service. Blind spots in your quality program conceal compliance pitfalls and opportunities for process optimization, agent coaching, and CX improvement. These can lead to:
- Loss of business due to poor customer experience
- Penalties for non-compliance with regulations
- Costly, suboptimal processes and inefficient operations
What is Total Quality for customer engagement?
Verint Total Quality is a unique approach to improve employee and bot performance, compliance, and customer experience across all customer service channels. Drive automated, real-time coaching and actionable insights and make service quality management much more than a tick-in-the-box exercise.
Gain a more comprehensive picture of your service across all customer touchpoints. So you can…
- Elevate quality across your organization
- Improve regulatory compliance for GDPR, PCI-DSS, FDCPA, HIPAA, and more
- Boost employee engagement and agent training
- Guide employees in the moment to achieve positive outcomes
- Integrate interaction feedback into your quality program
- Enhance the overall customer experience
Closing the Engagement Capacity Gap
As customers turn to digital channels and the numbers of interactions rise, keeping on top of customer service quality and compliance with regulations becomes more difficult. At the same time, the gap between what your quality and compliance program can achieve and the risks to your business and reputation gets bigger.
Verint Total Quality empowers you with tools to improve service and compliance, allowing you to close the Engagement Capacity Gap™.
Read: the Engagement Capacity Gap Global Research
Using Verint Automated Quality Management, DenizBank now captures and scores 100 percent of calls. Subsequently, quality and compliance scores have risen by 30 percent.
Read: DenizBank Employs Total Quality Approach to Drive Improved Outcomes in Real Time
The Army & Air Force Exchange Service has reduced hold time by 30 percent.
Watch: Verint helps the Exchange better service agents and customers
Verint has helped Commerce Bank reduce cost per call while optimizing customer service, resulting in a 7 percent improvement in customer satisfaction.
Read: Verint Helps Commerce Bank Successfully Navigate Contact Center Disruption
Elements of Total Quality
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Do quality audits make you feel nervous?
Are you only reviewing a portion of your agent and bot interactions?
Not knowing what’s lurking in your unmonitored customer communications can lead to unwelcome issues including fines and penalties. Why not shed light on 100% of voice- and text-based interactions in your call center, back-office, chatbots and social media?
Move from random call sampling to an omnichannel quality program
Verint Automated Quality Management can help you evaluate up to 100% of your captured human and bot interactions across all communication channels. The solution will enable you to:
- Autoscore up to 100% of your interactions regardless of channel
- Spot process flaws and compliance issues
- Automatically assign agent training
- Reallocate resources from manual sampling to more strategic tasks such as coaching
Watch: A full view of omnichannel interaction quality -
Make your customers part of the team
Quality programs often focus solely on an internal view of what makes a quality interaction. Delivering a consistently excellent service requires listening to your clients’ feedback on every touchpoint of their customer journey.
Integrate your customer’s view of their experience into your quality program
Verint Interaction Quality enables you to automatically add customer experience (CX) scores to your quality management scorecards and workflows.
- Seamlessly integrate post-interaction feedback into quality scorecards and evaluations
- Include customer experience data in your quality and performance KPIs
- Gain insights into the impact of agent and bot behavior on customers
Watch: Making Customer Feedback Part of Your Quality Program -
Get customer service right the first time, every time
Traditional quality programs deliver agent coaching after a call has happened. Verint Total Quality helps you improve service quality instantly by guiding your agents through challenging calls in real-time.
Using advanced AI capabilities of Verint Da Vinci, Real-Time Coaching delivers in-the-moment, on-screen, automated, contextual, and personalized advice to help every agent be your best agent.
Assist your agents in the moment – even if they work remotely
Real-Time Coaching constantly analyzes calls and agent desktop activities to identify where additional, real-time guidance and information can help deliver better outcomes.
Utilizing linguistic (what’s being said), acoustic (how it’s being said), and desktop (what’s being done) context, the solution can:
- Spot negative sentiment or process issues. Provide behavioral advice, contextual knowledge and next best action
- Help you reduce handle times and improve customer satisfaction
- Improve employee experience by providing in-the-moment guidance and support to staff handling difficult
Explore how you can assist your agents in the moment -
The elements of Total Quality are integral to Verint Cloud Platform and can be complemented with other solutions, such as Application Triggers, Speech and Text Analytics, and more.
Discover more quality and compliance solutions
How to improve quality assurance in your call center?
Five tips to improve service quality, customer experience, employee engagement, and compliance.
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Add text, digital, and bot interactions
Extend your quality program beyond traditional voice call monitoring. Add digital and bot communications to your strategy.
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Review 100% of interactions
Monitor and evaluate each human and bot interaction across all your customer communication channels.
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Bring customer feedback into your quality program
Include your customers’ view of service quality across all touchpoints and integrate it to your quality program.
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A real-time, proactive approach to quality
Arm your agents with relevant information to handle complex calls with on-screen guidance and contextual knowledge.
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Automated assignment of agent coaching
Receive critical alerts when service quality drops and take corrective actions on the spot.
Featured insights
Ready to Elevate Your Quality Programs?
Contact us and one of our experts will get back to you to help you discover new ways of improving quality, enhancing customer experience and mitigating compliance risks.
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