Measuring and improving quality in the contact center is essential to ensure excellent customer service. Replacing manual evaluation with tools that automate processes efficiently and optimize the customer experience.
Improving the quality of customer service
The main weakness in measuring quality manually using Excel is human error. Because the construction of measurement sheets is complex and leads to failures in evaluating the results.
Moreover, the reports elaborated in Excel are not flexible, their evaluation is slower and they can be altered.
In contrast, an optimal quality management tool facilitates continuous business improvement. Ensuring evaluation of 100% of interactions automatically and consistently.
In addition, quality management enables legislative compliance with standards associated with information storage and analysis. Its correct implementation leads to excellent customer service. By improving first-call resolution and optimizing agent training processes. It also focuses on the work of contact center supervisors.
Download the whitepaper and know the advantages of implementing a Quality Management tool to improve the customer journey