Capstone Quality Management
Monitoring, measuring, and managing service quality and agent performance are all top priorities for contact centres. To gain competitive advantage, the trend is moving beyond traditional quality management, to maximising the potential of intelligence from customer interactions.
Through sophisticated tracking and analysis you can make better decisions on products, services and processes. Our customer monitoring tools allow you to base these decisions on the real needs and concerns of your customers.
The Capstone Quality Management Solution:
- Enables organisations to monitor, record, and evaluate the quality of customer interactions in the contact centre
- Offers visibility into agent performance, enabling contact centres to better manage processes, costs, and customer satisfaction
- Provides a range of solutions, from traditional quality monitoring to a comprehensive solution incorporating customer interaction analytics (speech analytics, text analytics, data analytics, and customer surveys), eLearning, coaching, and enterprise reporting
- Enables customer interaction recordings to be turned into eLearning content for driving best practices in and beyond the contact centre
Quality Monitoring allows you to increase revenue, enhance customer satisfaction, and manage performance, processes and costs.