Quality Monitoring & Management:
Improve Customer Satisfaction
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Forecast Demand and Optimise Schedules with Five9
Quality Management (QM) performance within your contact centre results in satisfied customers, profitability and increased revenue for your business. Give your employees what they need to ensure customers get what they want.
With solutions powered by market-leading QM solutions from Verint, Calabrio and others, Five9 automates the QM process from start to finish, whether your agents, supervisors and quality managers are remote or sitting in your contact centre.
Based on studies conducted by the Aberdeen Group (Source)
Record Every Contact
Interaction recording with PCI audio trim sets your agents up for future success while simultaneously verifying sales transactions, resolving customer issues, ensuring agent adherence to procedures and policies, limiting liability risks and complying with regulatory requirements.
Evaluate Agent Performance
Five9 agent performance features include dozens of standard reports along with 22 standard KPIs, customisable QA pop-up forms, a rich selection of question types, an easy-to-operate wizard, scoring formulas and coaching and training packages.
Enhancement Opportunities
Improve customer retention, sales performance, efficiency, and more with a complete quality optimisation workflow, including selecting and setting your KPIs, defining business rules for call monitoring and improving performance with dashboards and QA score cards.
Five9 is the heart of this organisation. We wouldn’t be where we are without it.
Datasheet: Quality Management (QM)
Learn how Five9 can help you uncover opportunities to make improvements through interaction recording, agent quality performance management, quality optimisation and interaction analytics.
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Access all the contact center resources, such as demos, technical reports, data sheets, etc..
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Quality Monitoring & Workforce Optimisation Features
Identify Call Volume Trends
Predict Future Call Volumes
Create Agent Schedules
Monitor Agent Schedule Adherence
Automatically Adjust Agent Schedules
Call Recording
Real-Time Privacy Control
Screen Recording
Recording Storage
Encryption
Coaching Packages
Out-of-the-Box Reports
Customisable Dashboards
Advanced Analytics
Boost Productivity With Five9
Stop wasting time on manual dialling and managing leads. Five9 Outbound Contact Centre automates lead and campaign management, so you can create an automated marketing and sales funnel that achieves your outbound goals.
Prospecting
Predictive dialling connects agents only to live prospects, maximising calling efficiency.
Qualifying
Use list priorities and ratios, so your agents can focus on their most qualified leads.
Nurturing
Automate agent callbacks using the Disposition Timer and redial feature.
Converting
Leverage workflow rules with time-of-day triggers to manage agents and campaigns.
Why Choose Five9
Call +44 203 318 7902 for More Information