Five9 (Enterprise) Quality Management
With Five9 Quality Management you can evaluate, score, and create training for your agents using recorded omnichannel events to help improve agent performance and enhance customer satisfaction. A single screen cockpit-like environment enables supervisors to watch multiple agent screens to look for agents that may need assistance and intervene as needed to further enhance overall customer experience.
Read this data sheet to learn:
- How to enable a synchronised workforce optimization capability without the added footprint of additional recording architecture
- How you can score customer interactions, improve your agent review process, and shape the development of your contact centre staff
- How to empower agents by enabling them to view and respond to their own evaluations, play back recorded events, access reports, receive e-learning, and more