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
You might also like
Many people with limited digital experience are now reliant on digital for everything. They’ve gone from novices to veterans overnight. Here’s what features we’ve added to Converse and Connect to address the next normal.
Polish your customer experience and amplify agent performance with Liberty Converse. It’s everything you need for efficient, effective customer communications.
Cairn Housing transforms the tenant journey from the beginning to the end of every interaction. Read their transformation story.