Use AI-powered automation to streamline your QM process, lighten the load of your supervisors, and support your agents with tangible and objective feedback.
Trying to monitor, analyze, and score all customer interactions is not an easy task because of the vast amount of data. With the capacity to manually evaluate only 5% of interactions, organizations face limitations in gaining comprehensive insights and encounter difficulties in constructing effective agent training strategies.
Knovvu AQM collects, monitors and scores 100% of customer-agent conversations (call, chat, and video) according to script adherence, acoustic indicators, and emotional features. This enables supervisors to score and maximize agent performance with tangible feedback objectively. Equipped with a hybrid approach, the product improves efficiency by using automation to score performance, and supervisors can manually make manual adjustments.
Using advanced quality management tools, ING Turkey monitored and analyzed 100% of all customer conversations and gained valuable insights to improve agent performance significantly.
9%
INCREASE IN SALES CONVERSATIONS
25%
INCREASE IN PROFIT PER AGENT
20%
DECREASE IN CUSTOMER COMPLAINT CALLS
“Using advanced quality management tools, our supervisors were able to monitor and analyze sales conversations and provide feedback to agents effectively. The technology helped detect possible customer complaints in advance and enabled responsible teams to respond proactively.”
ING Turkey
Supervisors can only analyze 5% of interactions by manual evaluation. This process lacks complete visibility of agent performance and results in vague performance reviews. Knovvu AQM considers 100% of calls, analyze them in detail and enable supervisors to provide actionable feedback.
Agents are likely to perform better when they know they are assessed accurately and thoroughly. Getting tangible feedback helps them to focus on the areas to improve. Monitoring all interactions objectively helps promote self-discipline and script adherence.
Let automation do the heavy lifting for your supervisors so they can focus more on their agents. Spending more time to improve agent experience helps with retention rates and ultimately increases customer satisfaction.
Knovvu AQM collects, monitors and scores 100% of customer-agent conversations (call, chat, and video) according to script adherence, acoustic indicators, and emotional features. This enables supervisors to score and maximize agent performance with tangible feedback objectively. Equipped with a hybrid approach, the product improves efficiency by using automation to score performance, and supervisors can manually make granular adjustments if necessary.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience.
