Total Quality
Traditional quality programs are no longer enough. Use the power of CX automation and AI to 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 Contact Center Quality Challenges We Help You Solve
Meeting high customer expectations
65% of consumers moved to a competitor after receiving a poor customer experience. Yet, customer feedback is rarely integrated in quality programs.
Monitoring all customer interactions
Watch: Meet a team of Quality BotsMore than 97% of interactions go unmonitored. Non-voice, digital and bot interactions are often not reviewed at all.
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.
Managing compliance risks
Discover: Verint Quality BotsFailing to identify non-compliance with processes and regulations leads to poor customer service, reputational damage, fines, and penalties.
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
Manual quality monitoring is costly and ineffective. Random sampling exposes your brand to compliance risks and fines. Verint TotalQuality offers a cost-effective way to gain visibility into all performance, quality, and compliance issues.
What is Total Quality?
Verint Total Quality is a unique approach to improving 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
Total Quality Demo Videos
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Elements of Total Quality
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Do quality audits make you nervous?
Do you monitor only part of your agent and bot interactions?
Not knowing what’s behind your unguarded communications with customers can lead to unwanted issues, including fines and penalties.
Why not highlight 100% of the voice and text interactions in your contact center, back office, chatbots, and social media?
AI Business Outcomes, Now
A team of Verint Quality Bots automates your quality program to deliver business outcomes. You can evaluate up to 100% of your recorded human and bot interactions across all communication channels.
Key business outcomes delivered by the Quality Bots:
- Save Time and Money
Reduce supervisor costs related to evaluating interactions - Improve Quality
Avoid workforce disputes and allow agents to self-coach - Reduce Compliance Risk
Monitor your interactions, achieve call coverage, and automate your compliance evaluations.
Learn more and discover ways to augment your human workforce with a team of specialized bots that can help you mitigate compliance risks, increase first-call resolution (FCR), and customer satisfaction (CSAT) while lowering average handle time (AHT).
Let your customers be part of the team
Quality programs often focus exclusively on an internal view of what makes an interaction high quality.
To deliver consistently great service, you need to listen to your customers’ feedback at every touchpoint of their customer journey.
Integrate your customer's view of their experience into your quality program
With Verint Interaction Quality, you can 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
- Understand the impact of employee and bot behavior on customers
Make sure customer service is always right the first time
Traditional quality programs provide post-conversation coaching for employees. Verint Total Quality helps you improve service quality instantly by guiding your agents through tough conversations in real time.
Thanks to Verint Da Vinci’s advanced AI capabilities, the Real-Time Coaching Bot provides instant, automated, contextual, and personalized on-screen advice to help every employee be your best employee.
Help your employees at any time - even if they work remotely
The Real-Time Coaching Bot analyzes employee conversations and desktop activity to determine where additional, real-time guidance and information can help drive better results.
Using linguistic (what is being said), acoustic (how it is being said), and desktop context (what is being done) the solution can:
- Recognize negative sentiment or process issues.
- Provide behavioral advice, contextual knowledge and alternative actions.
- Shorten handling time and improve customer satisfaction.
- Improve the employee experience by guiding and supporting them at all times in dealing with difficult interactions.
Solutions
The elements of Total Quality are integral to the Verint Cloud Platform, use AI technology, and can be complemented by other solutions such as Application Triggers, Speech and Text Analytics, and more.
Do quality audits make you nervous?
Do you monitor only part of your agent and bot interactions?
Not knowing what’s behind your unguarded communications with customers can lead to unwanted issues, including fines and penalties.
Why not highlight 100% of the voice and text interactions in your contact center, back office, chatbots, and social media?
AI Business Outcomes, Now
A team of Verint Quality Bots automates your quality program to deliver business outcomes. You can evaluate up to 100% of your recorded human and bot interactions across all communication channels.
Key business outcomes delivered by the Quality Bots:
- Save Time and Money
Reduce supervisor costs related to evaluating interactions - Improve Quality
Avoid workforce disputes and allow agents to self-coach - Reduce Compliance Risk
Monitor your interactions, achieve call coverage, and automate your compliance evaluations.
Learn more and discover ways to augment your human workforce with a team of specialized bots that can help you mitigate compliance risks, increase first-call resolution (FCR), and customer satisfaction (CSAT) while lowering average handle time (AHT).
Let your customers be part of the team
Quality programs often focus exclusively on an internal view of what makes an interaction high quality.
To deliver consistently great service, you need to listen to your customers’ feedback at every touchpoint of their customer journey.
Integrate your customer's view of their experience into your quality program
With Verint Interaction Quality, you can 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
- Understand the impact of employee and bot behavior on customers
Make sure customer service is always right the first time
Traditional quality programs provide post-conversation coaching for employees. Verint Total Quality helps you improve service quality instantly by guiding your agents through tough conversations in real time.
Thanks to Verint Da Vinci’s advanced AI capabilities, the Real-Time Coaching Bot provides instant, automated, contextual, and personalized on-screen advice to help every employee be your best employee.
Help your employees at any time - even if they work remotely
The Real-Time Coaching Bot analyzes employee conversations and desktop activity to determine where additional, real-time guidance and information can help drive better results.
Using linguistic (what is being said), acoustic (how it is being said), and desktop context (what is being done) the solution can:
- Recognize negative sentiment or process issues.
- Provide behavioral advice, contextual knowledge and alternative actions.
- Shorten handling time and improve customer satisfaction.
- Improve the employee experience by guiding and supporting them at all times in dealing with difficult interactions.
Solutions
The elements of Total Quality are integral to the Verint Cloud Platform, use AI technology, and can be complemented by other solutions such as Application Triggers, Speech and Text Analytics, and more.
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Using Verint Automated Quality Management, DenizBank now registers and scores 100 percent of calls. Subsequently, quality and compliance scores increased by 30 percent.
Read: "DenizBank uses Total Quality to deliver better results in real time"
The Army & Air Force Exchange Service has reduced waiting time by 30%.
Watch: Verint helps Exchange better support employees and customers
Verint helped Commerce Bank reduce cost per call while optimizing customer service, improving customer satisfaction by 7 percent.
Read: "Verint Helps Commerce Bank Successfully Navigate Contact Center Disruption"
How to improve quality assurance in your call center?
Five tips to improve service quality, customer experience, employee engagement, and compliance.
Add text, digital, and bot interactions
Learn MoreExpand your quality program beyond traditional voice call monitoring. Add digital and bot communication to your strategy.
Check 100% of the interactions
Learn howMonitor and evaluate every interaction between humans and bots across all communication channels of your customers.
Integrate customer feedback into your quality program
Learn MoreBring your customers’ vision of service quality across all touchpoints and integrate it into your quality program.
A real-time, proactive approach to quality
Learn MoreProvide your agents with relevant information to handle complex conversations with on-screen guidance and contextual knowledge.
Automatic assignment of employee coaching
Learn howReceive critical alerts when service quality declines and take immediate corrective action.
Featured insights
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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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