Efficiency is king, so finding a quality management suite of solutions to create more efficiency processes is critical. With Dialpad + Playvox, seamlessly evaluate your omnichannel business, and coach on the most important metrics to drive exceptional customer experiences.

Playvox’s cloud-native suite of workforce engagement management (WEM) solutions elevate the evolving workplace with the tools needed to deliver on today’s most demanding customer experience standards. Consolidating your quality management into a single platform enables real-time actions, including agent coaching, to motivate team members and drive continuous improvement.

Fonctionnalités clés :

• - Quality
  Proactively analyze agent interactions to look for coaching opportunities that improve service and prevent costly issues.
  
• - Calibration
  Calibrate your quality team scoring to ensure a consistent approach to evaluating.
• - Dispute/ Appeal
  Give your agents a voice in their quality results by allowing them to dispute their scoring and feedback.
• - Coaching
  Improve customer service by coaching your agents against skill issues and quickly change behaviors.
• - Performance
  Easily filter views by team, or individual level, with KPIs highlighted for convenience.
• - Motivation
  Recognize and reward your agents with points that they can exchange for gifts, based on their Quality, Coaching, and overall Playvox results.

Découvrez comment Dialpad s'intègre à cette application

The Playvox QM integration is available as a CTI in the Playvox environment