Zoom has launched a quality management (QM) solution, now generally available to its contact center customers.
The solution couples up with its recently released Workforce Management (WFM) platform to form Zoom’s Workforce Engagement Management (WEM) suite.
The suite fully integrates with the Zoom Contact Center, with the vendor promising an “easy-to-use, intuitive, and reliable” platform.
Doubling down on this, Kentis Gopalla, Head of Workforce Engagement Management and Product Ecosystem for Zoom Contact Center, stated:
Zoom Workforce Engagement Management suite removes the need for multiple vendors to help customer experience and support leaders streamline contact center operations and transform their customer experience, all on one platform.
That WFM solution provides a selection of tools that cover the four cornerstones of contact center resource planning: forecasting, scheduling, intraday management, and review.
The QM solution is equally well-rounded. Indeed, it offers the foundational scorecard building, reporting, and calibration functionality.
AI then overlays those core elements to bring new, more eye-catching capabilities to life.
Eye-Catching Features Within Zoom’s Quality Management Solution
Perhaps the most exciting feature within the QM platform is an auto-scoring tool that automatically assesses every customer conversation.
Alongside the automated scores, it presents a set of “good questions”, “next steps”, and an “interaction summary” to help analysts get the gist of every conversation at a glance.
In doing so, it spotlights more agent improvement and positive recognition opportunities.
Alongside those auto-scores, the solution presents insights from every interaction into customer sentiment, engagement, the talk-listen ratio, agent patience, filler words, and more.
Some of those metrics are evident in the screenshot below.
[caption id="attachment_52576" align="alignnone" width="850"]
A screenshot of Zoom's Quality Management Platform[/caption]
These insights may then inform manual call listening activities so that analysts, supervisors, and coaches can focus on the interactions likely to present the best learning opportunities.
Moreover, coaches can use a performance management tab within the solution to strip away those learnings, tailor their coaching programs for individuals and teams, and ensure they’re enhancing contact center performance across the board.
They can even monitor the impact of those sessions through the auto-scoring function to ensure they are making a difference while uncovering what type of coaching works well for specific individuals and teams.
Elsewhere, the embedded speech analytics - which enables the auto-scoring capability – also keeps tabs on particular trends that may impact team performance.
For example, the system can monitor new, emerging customer queries. Supervisors may then ensure that the knowledge materials and coaching are available to guarantee agents are confident in handling potentially tricky contacts.
Other WEM Options for Zoom Contact Center Users
Zoom’s initial steps into the WEM market are impressive. Indeed, it offers capabilities – such as auto-scoring – which many CCaaS stalwarts don’t.
Yet, like most of its rival CCaaS providers, Zoom’s WEM suite is not as deep as those of specialist solutions providers.
