Knowledgeable, efficient and effective agents
Customer interactions are more complex than ever. The pressure grows on agents to be knowledgeable, efficient and effective in every interaction.
Managers and agents need to constantly balance meeting customer expectations with maintaining knowledge and well-being, while also controlling service costs.
Capturing and maintaining data for more effective CX is critical
Frequently capturing customer feedback and agent performance across sophisticated customer journeys is essential. It’s also best to avoid becoming intrusive or distracting.
Liberty Converse Quality Management combines several tools including customer surveys, screen recording and agent evaluation mechanisms. These ensure that managers and agents build a clear picture of agent performance and any opportunities for support or improvement.
Read the full Liberty Converse Quality Management Feature Sheet.
- Customer Surveys
- Agent Evaluation
- Screen Recording
Other Liberty Converse feature sheets
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