ADVANCED QUALITY MANAGEMENT

Reduce Your QM Process Time to Minutes

Use AI-powered automation to streamline your QM process, lighten the load of your supervisors, and support your agents with tangible and objective feedback.

Request a Demo

The Challenge

Today, measuring only a fraction of interactions is not enough to effectively manage quality operations at contact centers.

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.

The Solution

Knovvu AQM provides a comprehensive view of agent performance, which is essential for objective and effective evaluation.

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.

CASE STUDY

ING Boosts Telesales with Advanced Quality Management

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
BENEFITS
  • Evaluate All Interactions

    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.

  • Boost Agent Performance

    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.

  • Optimize QM Efforts

    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.

PRODUCT

Knovvu AQM

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.

See Product Details

CONTACT

Improve Your Conversational Customer Journey

Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience.

Contact Us

Thank you!

Thank you for your message. We’ll contact you soon.

Application Form

Click here or drop files to upload

Thank you!

All done!


Your application for the - position has been submitted successfully.


Return to Career Page