Zoom Quality Management provides supervisors with tools to monitor and evaluate agent performance, identify training and coaching opportunities, and provide feedback to agents on areas of improvement. You can assess the quality of agent/customer interactions and identify areas for improvement via scorecards, calibrations, and insights uncovered by Zoom’s AI-powered features.
Use automations to specify the conditions you want to focus your quality assurance program on and take the guesswork out of finding the right interactions to review and evaluate. Assign evaluation tasks directly to evaluators and track the status of those tasks to make sure you take advantage of critical coaching moments.
Involve your agents in your quality assurance program by offering them the ability to submit disputes. By giving agents a voice when issues come up, you can help create a positive, empowering environment that supports meaningful customer and employee experiences. By creating this open, equitable environment, you can revamp your CX strategy and better identify areas where you can continue to improve your customer service and support practices.