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Customer-Interaction Quality Assurance (QA) evaluations monitoring is one of the most effective methods for improving the level of service you provide to your customers.
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PRIORITY #1: CUSTOMER EXPERIENCESTART WITH KPI METRICS & CUSTOMER-INTERACTION QA EVALUATIONS. Today’s leading contact centers view Key Performance Indicator (KPI) metrics more holistically, with Customer Experience (CX) driving the stats that really matter.
To be successful, Customer Experience (CX) organizations have to track the effectiveness of their customer-interaction Quality Assurance (QA) metrics, interpret the results, and then take the appropriate action. Third-party customer-interaction QA evaluations monitoring and real-time reporting can help drive informed action on the ground. |
CUSTOMER-INTERACTION QA EVALUATIONS SERVICES
Aesbus offers Customer-Interaction QA Evaluations Services along with a customizable Customer-Interaction QA Business Intel platform that lets Customer Experience (CX) Center executives, managers, supervisors, and agents work together in a virtual data hub — right where the data lives, with real-time data dashboards and business intelligence reporting.
To learn more about our Business Intel platform and our Customer-Interaction QA Evaluations Services, please visit:
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Design KPI SCORECARDS Create Key Performance Indicator (KPI) evaluation templates based on your business metrics, KPI questions, pass/fail criteria, and more. |
Calibration EVALUATIONS Create and manage customer-interaction QA evaluations, calibration of evaluation KPI questions, and evaluators — across different location sites. |
Insights DASHBOARDS Display visualizations of KPI data to help you better analyze performance data, examine patterns, and gain valuable insights — across different location sites. |
Reports REAL-TIME DATA Select KPI data timelines, metrics, centers, and more to generate real-time comparative or executive intel reports — across different location sites. |
Self-Development AGENT COACHING Correlate KPI data to agent coaching tips/pathways for agent self-development, leading to renewed self-confidence and improved customer service. |
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PROGRAMMING NOT REQUIRED.
GREAT TOOLS. The Customer-Interaction QA Business Intel platform allows you to adapt it to fit the processes you use on a daily basis. This Web-based platform gives you the flexibility you need without adding an extra level of complexity. It is easy to set up, use, customize, and maintain.
It's designed to work within your contact center's technology infrastructure and customer support processes. |
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THIRD-PARTY MONITORING.
IMPARTIAL. As a third-party and unbiased service provider, Aesbus focuses on monitoring and reporting on the QA performance metrics that are important to you.
By identifying and tapping into these powerful metrics via the Customer-Interaction QA Business Intel platform, you gain actionable insights into your Customer Experience organization's performance. |
