Quality management software tracks the performance of contact center agents, provides helpful insights, and drives operational efficiency.
Managers can also create rules, standards, and protocols to ensure that agents adhere to performance benchmarks and best practices.
Here are seven contact center quality management software providers that offer leading solutions in this space.
1. EvaluAgent
EvaluAgent provides the platform to evaluate, coach, and engage contact center teams. Alongside the fundamental features of quality management solutions - such as building scorecards, adding weightings, and tracking feedback - EvaluAgent offers many more nifty features for the modern, multichannel contact center. These include:
- Combined customer feedback, performance statistics, and text analytics to identify interactions that supervisors can score manually for maximum insight.
- Simple API-driven integrations to retrieve customer feedback, reports, and other performance data to provide a centralized view of agent performance.
- The automatic evaluation of calls, emails, and chat conversations to identify CX and compliance pain points.
- Interaction flagging to forward conversations to their quality team for further inspection and root-cause analysis. Such a technique can highlight well-handled interactions too, which may prove useful in coaching sessions as an example of best practice.
2. Scorebuddy
Headquartered in Ireland, Scorebuddy is the ideal tool for finding contact center improvement opportunities and monitoring the effect of resolutions, resulting in better service experiences and measurable outcomes. While it also boasts all the core capabilities of a call center quality management platform - including a call monitoring feature - it also includes more innovative features such as a customer sentiment tracker. Other examples include:
- Support for moving on spreadsheets, enabling users to create various bespoke scorecard designs, including numerical, non-numeric, and pass/fail formats to match their preferred quality scoring mechanisms.
- An integrated learning management system to deliver, track, and manage agent development. Such a tool enables contact centers to connect their coaching and quality strategies for enhanced performance management.
- Survey tools to delve deeper into agent performance, alongside dashboards and analytics to isolate and address these performance gaps.
3. Playvox
Playvox is a QA tool that primarily aims to supercharge the performance of contact center agents. Its initial premise was to recognize excellent agent behaviors, add gamification, and equip leaders with the tools to motivate their teams. Yet, the software provider has added an array of exciting features to develop a fully-fledged quality management solution in recent years. Here are prime examples of these innovations:
- Accurate interaction filtering that enables contact centers to use fields within their CRM and support systems to target specific contact types for evaluation.
- Goal setting for agents and analysts to ensure a robust quality management system. Users can align these with coaching goals, thanks to the training tools also available on the platform.
- Reward and recognition features that ensure agents are continually motivated to keep up their good work. The QA system isolates numerous trends to ensure that supervisors spot every opportunity to celebrate good performance.
4. Calabrio
Calabrio offers a more comprehensive set of cloud contact center solutions than the other providers on this list - offering comparable capabilities to Genesys, NICE, and other prominent CCaaS vendors. While many of these will also provide quality management solutions, Calabrio stands out due to its features that include: