Quality management is the differentiating factor for customer service in a world of demanding customers and fierce competition. Today’s contact centers require well embedded quality management processes to stay aligned with current corporate objectives.
What is Quality Management?
Quality management is a set of processes focused not only on delivering consistent product and service quality, but also the means to achieve it. Quality management includes quality planning, quality control, quality assurance, and quality improvement.
Effective Quality Management (QM) performance equals satisfied customers, better profitability, and increased revenue. Enable agents to effectively address customer requirements, with Five9.
Five9 Quality Management helps contact centers balance cost containment and customer satisfaction. Five9 automates the QM process at contact centers, right from start to finish. Powered by the software by NICE Systems, the QM market leader, Five9 improves overall quality of a contact center. To improve important aspects like customer retention, efficiencies, sales performance, customer satisfaction, and first contact resolution. Five9 offers solutions such as:
Managers can select and set their KPIs, define business rules for call monitoring, and use a unified dashboards to manage progress.
Five9’s QM helps take immediate action, and evaluate how well agents handle customer interactions. By assessing agents’ strengths and weaknesses, contact centers can achieve measurable improvements in customer satisfaction.
Five9 ties a contact center’s operational and business goals to agents’ performance to take QM processes to the next level.
Build your contact center with Five9. Call us at 1-800-553-8159, or click on "Get Info," to learn more.
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Five9 is a leading provider of cloud contact center software. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Check out this video to learn more about how we can help you transform your business today.
Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to your CRM.
Outbound call centers dial out to reach customers or prospects, and are typically used when a sales team is prospecting for new customers. Outbound call centers may utilize autodialer and predictive dialing solutions to help maximize agent productivity by increasing the amount of connections agents can make with customers.
Deliver exceptional customer service using the sophisticated routing capability of the Five9 Inbound Cloud Call Center software. Next-generation systems route calls to the right agents at the right time and automatically put the customer’s information on agents’ desktops so they can resolve the issue quickly. Customers can perform routine functions through intelligent IVR with advanced voice recognition and...
Five9 provides robust pre-built integrations with leading CRM solutions — Salesforce, Oracle, Microsoft, Zendesk, NetSuite, and Velocify — so that agents have the information they need to make customers happy. Use a different web-based CRM? No problem. Five9’s Agent Desktop Toolkit offers a rich, extensive framework of...
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