“Quality management” has been a popular buzz phrase in the business community for a long time. But what does it mean? It means raising your game to take better care your customers.

It’s all about providing quality customer service.

That is, it allows you to develop and enforce standardized, comprehensive, and efficient agent procedures in order to allow your agent workforce to consistently deliver quality customer service. In today’s economic climate, growing complexity, competition and rising customer expectations are forcing companies to enhance their customer service programs. Genesys Quality Management provides a set of capabilities to help your company improve customer service quality to achieve better business results.

Consider this: How do you identify your “A” players? Or more importantly, how do you raise the level of all your agents so that they are all “A” players? Genesys Quality Management provides functionality to allow you to do just that.

Key Advantages – Benefits

Genesys Quality Management key advantages include:

• A complete set of capabilities to effectively manage quality from interaction recording, screen capture, agent evaluation as well as live monitoring
• An accurate evaluation of employees thanks to a combination of requirement-based measurement criteria and ability to monitor performance
• Expanded ability to analyze those evaluations with rich reporting and graphs that includes quality metrics against outcomes
• Improved employee performance resulting from more accurate identification of training and coaching needs

For many companies using Genesys Quality Management for the first time, a significant impact is made fairly quickly. It’s not uncommon to see a 20-30% lift in customer service efficiency in a few short weeks. How is this possible? By bringing data and insight into formerly unmonitored areas, you can see the opportunities for improvement and make necessary changes.