Transform your Quality Assurance with customer contact management software for Quality Assurance
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Customer Contact Management Software for Quality Assurance
Customer contact management software for Quality Assurance How-To Guide:
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FAQs online signature
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What is Five9 QM?
Five9 call center quality monitoring (QM) enables supervisors to monitor agent activity and instant messaging, and authorized users can listen to call recordings via the Five9 Reporting application.
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What is the difference between a CRM and a contact center?
Once upon a time, differentiating between the two was simple: Contact Centers centralize and support a company's customer service operations, while CRMs, or Customer Relationship Management platforms, centralize customer interaction and marketing data.
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What is CMS in contact center?
What Is a Call Management System? A call management system or call management software (CMS) lets businesses manage their inbound and outbound calling by routing calls based on predefined parameters. Companies can use features like IVR and call queues to determine how calls are routed, transferred, and managed.
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What is a QA program for customer service?
A customer service QA program is the way to find out your IQS. If you conduct regular conversation reviews and use the results to provide actionable feedback to your team, your agents will measurably improve ing to internal standards.
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What is contact center management software?
Contact center software helps organizations control costs, develop agents, monitor and enhance the customer experience, maintain compliance with laws and regulations, and more.
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What is contact center QA?
What is Call Center QA? Call Center Quality Assurance (QA) is a process that can help ensure customer interactions are aligned with business goals. Call center QA aims to identify common customer issues, improve customer experience, and help standardize communication processes with customers.
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What is contact centre management?
The way in which organizations manage the daily operations of the contact center workforce, across multiple touchpoints and channels, in order to accommodate omnichannel customer journeys.
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What is contact center management system?
Contact center management includes workforce scheduling and forecasting, agent scheduling and time management, employee engagement and empowerment, reporting and analytics, and the routing, reporting, and analysis of customer interactions across omnichannel journeys.
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[Music] all right so let's put two minutes on the clock and we'll jump into the observe ai platform so i'm in the observati platform now we're transcribing and analyzing 100 of calls we're tracking all these key moments or points of interest so we can click into this dead air moment and we only see the calls here now that have dead air present somewhere on the call now we can filter this down even further very quickly and only see the calls with dead air a whole time violation and negative customer sentiment now we have a long list of calls here so we're just going to pick a random one here all over 30 minutes gonna bring us right into that call view we're going to see this nice visual representation of the call all the key moments and points of interest and a full transcript as well so we can bring up that evaluation form and let's begin that qa process immediately we're going to be asked did the agent verify the customer well we can jump to that customer verification moment and see the exact point where that happened within the call so we're going to say yes on that was there a whole time violation well we'll be able to jump to that whole time violation as well actually there was two whole time violations so we're gonna say yes there was a whole time violation absolutely and we're just gonna put that there was two in here and what you'll see next here is did the agent express patience and courtesy anywhere on the call well we can actually jump right to that point and see where patients and courtesy was displayed yes there absolutely was was the customer upset at any point well for us to see negative customer sentiment we can click on this it'll bring us right to that point where the customer was upset automatically flagged with the observe ai system so in this case yes the customer was upset was there any dead error on this call again we'll be able to quickly jump to the different moments we'll see dead air over here click it'll bring us right to that there was dead air and the last one was empathy displayed on this call absolutely we can see different evidence of that again bringing us right to that point within the transcript and time [Music]
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