Quality Management

Improve the Performance of Your Contact Center With Outcome-Based Evaluations and Automated Coaching

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Search and Retrieval

ChorusCX makes Quality Management easy. Organize, retrieve, and review audio and desktop recordings in one place, with dynamic search functionality that lets agents, supervisors, and business users find exactly the interactions they need.

  • Search by simple criteria, such as extra-long calls, unresolved service issues, or canceled orders
  • Categorize recordings automatically so evaluators know where to focus first
  • Save any set of matching recordings as a defined view for individual use
  • Share saved views with other stakeholders across the team

Evaluate Interactions

With a complete suite of flexible evaluation tools, assessing agent performance with ChorusCX Quality Management is fast and consistent, whatever the department, skill set, or business KPI you’re measuring against. The goal of any performance review is the same: understand where things stand and drive improvement where it’s needed most.

  • Build custom scorecards tailored to each role or team
  • Apply Evaluator Calibration to keep scoring consistent across every reviewer
  • Layer in Score Assimilation, combining agent self-evaluations with customer survey feedback
  • Run Automated Quality Management (AQM) powered by speech analytics, scoring 100% of interactions instead of a small sample (see Conversation Analytics for how this works in more detail)

eCoaching and eLearning

Contact center managers are constantly challenged to find time for agent coaching. ChorusCX Quality Management solves this by triggering eCoaching sessions automatically based on outcome-based evaluations, cutting down on one-on-one meetings and sharpening the focus of the coaching that does happen.

  • Coaching happens even when supervisors are busy
  • Training is tailored to each agent’s specific needs
  • Built-in eLearning lessons work alongside any web-based learning platform (LMS) or other training assets you already use
  • eCoaching quizzes confirm agents actually absorbed the assignment, not just clicked through it

Gamification

Contact centers collect a vast amount of performance data. The ability to see and act on that data is what turns it into continuous improvement. ChorusCX’s Gamification tools automate the creation and management of performance-based contests and dashboards, using rewards to motivate agents toward company initiatives.

  • Automated dashboards surface trends without manual reporting
  • Employee contests turn goals into friendly competition
  • Managers gain visibility into performance at a glance
  • Incentive programs are easy to build and adjust as priorities shift

See Quality Management in Action

Schedule a demo with ChorusCX and see how Quality Management can bring outcome-based evaluations, automated coaching, and gamification into one platform. It works hand in hand with Conversation Analytics and Interaction Recording for a complete performance picture.

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