As organizations increasingly compete on the basis of customer experience (CX), call center performance has become a critical business focus. That’s where call center quality management (QM) comes in: UniQM™ solution gives you the tools to continuously measure and monitor agent performance, assess the quality and depth of your customer interactions, and drive constant improvement. With UniQM™, agents can be recorded remotely with a comprehensive secure, and reliable solution that provides a seamless, consistent experience for contact center leaders and compliance teams capturing 100% of interactions.
UniQM™ provides Analytics based quality monitoring insight into the calls that have the greatest impact enabling supervisors and managers to spend more time on targeted coaching to improve performance. Over time, it helps drive a comprehensive quality program that targets business issues and processes, turning interactions into valuable data and giving you visibility into key trends. The UniQM™ solution also provides call scoring feature for each call. The KPIs for scoring are highly configurable and can be set accordingly for each department of an organization.