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.

     

    Watch: Meet a team of Quality Bots
  • 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: Verint Quality Bots
  • 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
Research report: The 2023 State of Digital CX Report

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: Closing the Engagement Capacity Gap

 

The Engagement Capacity Gap TM: increasing interactions and elevating expectations, customer shifts widen the engagement capacity gap

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?

Watch the video to learn how

Go from sampling conversations to an omnichannel quality program.

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

Introducing your new team members:

  • Verint Quality Template Bot: Automating your quality management has never been easier. Verint Quality Template Bot uses the power of generative AI to help you build and refine your scoring models. This bot uses your input to automatically identify phrases that have a similar meaning and build the appropriate scoring model.
  • Verint Performance Scoring Bot: Automatically evaluate up to 100% of your interactions. Verint Performance Scoring Bot uses integrated scorecards and provides an automatic workflow for scoring and reporting on performance. The bot can help you share performance metrics and resolve skill gaps by triggering alerts and enabling you to view the results of coaching sessions.
  • Verint Compliance Scoring Bot: This bot monitors up to 100% of your voice- and text-based, human and bot interactions across all channels and alerts you of potential cases of noncompliance with your internal workflows or external regulations – such as PCI-DSS, data privacy laws, or industry-specific regulations.

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).

Learn more about the Quality Bots

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

 

Watch: Making Customer Feedback Part Of Your Quality Program

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.

Watch Our Bots in Action

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.
Discover how you can help your employees at any time

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.

Discover More Solutions For Quality And Compliance

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?

Watch the video to learn how

Go from sampling conversations to an omnichannel quality program.

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

Introducing your new team members:

  • Verint Quality Template Bot: Automating your quality management has never been easier. Verint Quality Template Bot uses the power of generative AI to help you build and refine your scoring models. This bot uses your input to automatically identify phrases that have a similar meaning and build the appropriate scoring model.
  • Verint Performance Scoring Bot: Automatically evaluate up to 100% of your interactions. Verint Performance Scoring Bot uses integrated scorecards and provides an automatic workflow for scoring and reporting on performance. The bot can help you share performance metrics and resolve skill gaps by triggering alerts and enabling you to view the results of coaching sessions.
  • Verint Compliance Scoring Bot: This bot monitors up to 100% of your voice- and text-based, human and bot interactions across all channels and alerts you of potential cases of noncompliance with your internal workflows or external regulations – such as PCI-DSS, data privacy laws, or industry-specific regulations.

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).

Learn more about the Quality Bots

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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