Quality Management

Tailored. Collaborative. Effective.

Improve performance and help your agents shine with tailored coaching in a work-from-anywhere setting.

Key benefits

Drive agent engagement and deliver targeted, collaborative coaching in a hybrid work environment

Capture and easily search 100% of interactions for greater customer experiences across voice and digital

Empower supervisors with an easy-to-use interface and a powerful quality management toolbox

Evaluate compliance, behaviors, and proficiency to minimize risk and increase revenue

Drive agent engagement and deliver targeted, collaborative coaching in a hybrid work environment
Capture and easily search 100% of interactions for greater customer experiences across voice and digital
Empower supervisors with an easy-to-use interface and a powerful quality management toolbox
Evaluate compliance, behaviors, and proficiency to minimize risk and increase revenue

Streamline the coaching process with easy to find interactions and educational resources

Search, filter, and sort interactions to quickly identify best coaching opportunities
Highlight, tag, and @mention employees for more targeted and efficient coaching
Expedite proficiency using a library of best practices calls and snippets that are available to any agent, at any time

Tools and processes that enable consistency and transparency across your contact centers

Increase agent retention with calibration tools that help establish consistent expectations across coaches, teams, sites, and vendors
Focus more time on training and performance--and less on administration--with automated workflows for supervisor and employee
Boost the customer experience and expedite time to proficiency for agents as they see, hear, and learn from their peers’ exemplary work

Reduce risk with a consistent approach to meeting compliance objectives with our integrated quality and speech analytics tools.

Gain a holistic view of quality with powerful, at-the-ready quality dashboards to see team and individual progress in real-time
Capture 100% of interactions with 8x8 Speech Analytics, identifying issues as they arise, giving leaders increased confidence in quality performance and their ability to satisfy compliance objectives
Correlate customer survey data with quality data using integrated voice of customer surveys to ensure that the quality process is helping the contact center achieve business goals

Enable managers and leaders with a complete evaluator toolbox for agent and customer experience success.

Achieve immediate results with out of the box reporting solutions
Boost business modeling and coaching initiatives with powerful reporting and dashboards that synthesize quality data
Empower all agents globally with a single solution featuring support for multiple languages