Humanize and Modernize Your Quality Management
Your people matter. This means your customers AND employees. Take a unique humanistic approach to Quality Management by using a solution that incorporates transparent and outcome-oriented evaluation criteria, empowers agents to self-coach, and gives QM managers the tools they need to be more successful in their job.
- AUTOMATE & STANDARDIZE: Automatically evaluate 100% of interactions consistently and objectively across all channels.
- PRIORITIZE & EMPOWER: Prioritize coaching opportunities based on key business objectives and provide transparency into calls, scores, & expectations.
- COLLABORATE & UNIFY: Share exemplary interactions and feedback through integrated workflows for better remote collaboration.
- IMPROVE & PREDICT: Adjust scoring criteria to score for what is truly impactful and prepare teams to respond to emerging customer needs.
- ASSIST & ELEVATE: Track and monitor coaching opportunities and automatically escalate your most critical issues.
“We’ve touted increased productivity, higher retention rates, and higher levels of efficiency. We have a lot of executive-level press counting on this process and stand by it.”
“We wanted to roll it out as fast as we could due to its impact on helping us help seasonal hires. For us, this process was a great solution to our problems [including] scalability, onboarding gaps, and departmental engagement.”
“Agents enjoy seeing the dashboards and visuals of their overall behaviors instead of just the few specific calls that the QA team scores manually every month.”
A Better, Faster, Smarter Way To Transform Your Quality Management
Dig deeper and analyze feedback in ways other solutions cannot.
With 4x faster implementation, see a bigger ROI more quickly.
Uncover key areas of improvement and increase efficiency by over 30%.
The Clarabridge Difference: Empowering Teams With Better Technology
Score What Matters
Scoring for script adherence and sentiment is no longer enough. As markets become more competitive, you need more information and deeper insights to stay ahead.
Only Clarabridge integrates Predictive Drivers to look “below the surface” and uncover what drives certain performance outcomes to incorporate those activities into scorecards.View QM Solution Brief
Move To Multi-Dimensional
Score every interaction multiple ways simultaneously to evaluate attributes like agent satisfaction, knowledge of protocols, and customer satisfaction all at the same time, providing more meaningful and impactful insights.
Think of it like a credit score, which consolidates many disparate factors into a single data point. It’s all automatic, so there’s no latency and no survey fatigue.Read Intelligent Scoring Datasheet
Proactively Find and Create Coaching Opportunities
Identify and prioritize actions that deliver the business outcomes you want. Coach agents to be more efficient or effective and deliver a better experience in servicing or growing revenue.
Automatically create coaching opportunities alongside this assisted workflow. Provide kudos or coaching in specific areas without hunting for examples.Read QM eBook On Coaching
Understand Both Sides Of The Conversation
Get the full picture of what is occurring and where proactive action needs to be taken, either agent coaching or proactive outreach to a customer, by digging into both sides of the conversation.
Only Clarabridge gives you the ability to score the agent AND the customer.Learn More About How Dialogues Are Different
Intelligent Scoring Adoption
Clarabridge is constantly enhancing our Intelligent Scoring feature, which automatically scores any type of customer interaction for process compliance, desired behaviors, and more.Watch Now
To Scoring and Beyond: Automate Agent QA
AI-powered text and speech analytics now make it possible to automatically score 100% of agent interactions across custom-defined criteria.View Webinar
What is Quality Management?
Quality Management (QM) is the process of continuous improvement based on setting goals, identifying deviations from these goals, and adjusting processes …Learn More