START WITH KPI METRICS & QA EVALUATIONS. Customer-contact QA evaluation monitoring is one of the most effective methods for improving the level of service you provide to your customers. Today’s leading contact centers view metrics more holistically, with Customer Experience driving the stats that really matter.
To be successful, Customer Experience organizations have to track the effectiveness of their customer-contact QA metrics, interpret the results, and then take the appropriate action. Third-party customer-contact QA evaluation monitoring and real-time reporting can help drive informed action on the ground.
To be successful, Customer Experience organizations have to track the effectiveness of their customer-contact QA metrics, interpret the results, and then take the appropriate action. Third-party customer-contact QA evaluation monitoring and real-time reporting can help drive informed action on the ground.
VIRTUAL DATA HUB.
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The Call Quality Business Intel platform lets managers, supervisors, and agents work together in a virtual data hub—right where the data lives, so nothing gets lost in the daily cross-communication.
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CALL QUALITY BUSINESS INTEL
For Customer Experience QA metrics to work, business goals must come first. The Call Quality Business Intel platform makes it easy for you to define and align metrics with your business strategy and goals, to drive behaviors for excellence. Data dashboards give agents, supervisors, managers, and executives the ability to make informed decisions that guide positive change and drive Customer Experience excellence.
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KPI TEMPLATES.
EASYSTART. EASYCHOICE. EASYDESIGN. The SnapTemplate wizard helps you create and customize Key Performance Indicator (KPI) evaluation templates with your questions, pass/fail criteria, and more.
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EVALUATIONS & SCORING.EVALUATION ACTIVITY. The SnapEvaluation wizard facilitates creating and managing QA evaluations, including calibration of evaluation questions and evaluator review styles.
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DATA SNAPSHOTS.
Don't just view data. Experience it. The SnapView Data wizard displays easy-to-understand data snippets and charts to help you better analyze and understand performance data, examine patterns, and gain valuable insights.
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REAL-TIME DATA REPORTS.KPI DATA INTEL. Stop the madness. No more pulling and merging data from multiple, cumbersome spreadsheets. With the SnapIntel Reports wizard, you can select timelines, metrics based on Key Performance Indicators (KPIs), center sites, vendors, or any other data category to generate your customized comparative reports.
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PUBLISHING & SHARING.
COLLABORATION. The SnapShare Reports wizard makes it easy and convenient to export your reports to CVS format. Print your reports or share via email with your team or management.
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WEB PLATFORM.
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The Call Quality Business Intel platform helps support your efforts to create a culture of continuous improvement with third-party monitoring of customer-contact QA evaluations and a Web platform for creating and managing QA evaluations and reports.
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PROGRAMMING NOT REQUIRED.
GREAT TOOLS. The Call Quality 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.
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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 Call Quality Business Intel platform, you gain actionable insights into your Customer Experience organization's costs as you face budget and revenue challenges in today's volatile business environment.
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GET UNBIASED METRICS.
CONTENT THAT WORKS.
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Call Quality Business Intel is a Web platform designed to work within your contact center's technology infrastructure and customer support processes.
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