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

  • 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.

    Read: State of Digital CX Report
  • Monitoring all customer interactions

    More than 97% of interactions go unmonitored. Non-voice, digital and bot interactions are often not reviewed at all.

    Read: Automated Quality - 6 Steps to Success
  • Providing objective agent feedback

    Using consistent, non-biased performance feedback and guidance to handle challenging calls as they happen helps you tackle agent attrition and improve coaching.

    Read: Don’t Wait Until the Call Is Over
  • Managing compliance risks

    Failing to identify non-compliance with processes and regulations leads to poor customer service, reputational damage, fines, and penalties.

    Discover: Automated Quality Management
  • Maximizing agent performance

    Providing real-time agent guidance through challenging calls improves interaction quality, enhances agent performance, and drives better customer experiences.

    Watch: Secrets to Boosting Quality & Agent Performance

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
Analyst report: the changing landscape of Quality Management

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
Learn: manage every aspect of quality and compliance

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


Total Quality Demo Videos

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?

    Go from sampling conversations to an omnichannel quality program.

    With Verint Automated Quality Management, you can evaluate up to 100% of your recorded human and bot interactions across all communication channels.

    With this solution you can:

    • Automatically score up to 100% of your interactions, regardless of channel
    • Identify process errors and compliance issues
    • Automatically assign training to employees
    • Reassign resources from manual sampling to more strategic tasks such as coaching


    Watch: A Complete Overview Of The Quality Of Omnichannel Interactions

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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

    Expand your quality program beyond traditional voice call monitoring. Add digital and bot communication to your strategy.

    Learn More
  • Check 100% of the interactions

    Monitor and evaluate every interaction between humans and bots across all communication channels of your customers.

    Learn how
  • Integrate customer feedback into your quality program

    Bring your customers’ vision of service quality across all touchpoints and integrate it into your quality program.

    Learn More
  • A real-time, proactive approach to quality

    Provide your agents with relevant information to handle complex conversations with on-screen guidance and contextual knowledge.

    Learn More
  • Automatic assignment of employee coaching

    Receive critical alerts when service quality declines and take immediate corrective action.

    Learn how

Featured insights