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 ComplianceTop 5 Customer Service Quality Challenges
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.
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.
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: Automated Quality ManagementFailing 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
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
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?Go from sampling conversations to an omnichannel quality program.
Watch: A Complete Overview Of The Quality Of Omnichannel InteractionsWith 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
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 his/her experience into your quality program
Watch: Making Customer Feedback Part Of Your Quality ProgramWith 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, Real-Time Coaching 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
Discover how you can help your employees at any timeReal-Time Coaching continuously 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
Discover More Solutions For Quality And ComplianceThe elements of Total Quality are integral to the Verint Cloud Platform 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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