Use automation to streamline your QM process, lighten the load of your supervisors and support your agents with tangible and objective feedback.
All customer-agent conversations (call, video, chat) are evaluated according to script adherence, acoustic indicators, and emotional features. So that your contact center’s performance is fully visible.
With the ability to see individual scores for every single interaction, you can support your agents with detailed feedback and train them with sample calls from your best agents.
Let automation do the heavy lifting for your supervisors so they can focus on their agents. Intelligent Forms, historical scoring, smart rule creation provide simplicity and efficiency for QM processes.
Using AQM, ING Turkey monitored and analyzed 100% of all customer conversations and gained valuable insights to improve agent performance significantly.
INCREASE IN SALES CONVERSATIONS
INCREASE IN PROFIT PER AGENT
DECREASE IN CUSTOMER COMPLAINT CALLS
“Using AQM solution, supervisors could 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
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.
100% of the interactions monitored, including calls, text and video.
Agent performances scored with a combination of Knovvu evaluation engine and supervisor scoring.
Intelligent Forms, historical scoring, smart rule creation features provide flexibility when criteria revision is required.
Easily pinpoint what your best-performing agents are doing correctly so that you can support agents in need effectively.
We analyze the interaction data better to give your supervisors better training tips.
Knovvu AQM is designed to minimize the product adaptation cycle and support your supervisors from Day 1.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience
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