Support the training and skill development of your teams, measure their service level, and assess whether it aligns with the expected standards within the company, as well as the industry. The goal: to meet customer expectations and maintain a continuous improvement process.
Improve your agents’ skills and attitude to retain your customers.
Train and coach your teams in acquiring new skills.
Analyse your customer relationship to identify gaps and opportunities for improvement.
Measure your agents ease/difficulty with each call using the Employee Effort Score.
Gérez, orchestrez, mesurez et analysez vos conversations avec vos clients grâce à une solution unifiée de centre de contact (CCaaS) et d’écoute de la voix du client (VoC).
Ils utilisent Eloquant
Nous accompagnons plusieurs centaines de clients en France et à l’international.
Quality Monitoring is the evaluation of the quality of advisor-customer interactions: phone calls, chat, email, social media, etc. This process guarantees the quality standards of the contact centre. Quality monitoring evaluates advisors to track their progress, and analyses conversations to identify areas for improvement, with a the goal of implementing action plans.
With the Eloquant Quality Monitoring module, you can:
For your agents:
For your customers:
For your company:
The integration of Quality Monitoring ensures compliance with the company’s quality standards in terms of customer service. This tool provides feedback on the positive and negative aspects of your interactions after analysing customer-advisor conversations.
Réservez votre créneau pour une démo personnalisée !
