Quality Management – Liberty Converse Feature Sheet
Support high standards and performance with sustainable evaluation and feedback
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.
Key features
- Customer Surveys
- Agent Evaluation
- Screen Recording
Other Liberty Converse feature sheets
Reporting
Shifts and Rotas
Softphones
Workforce Optimisation
Workforce Management – Forecasting
Workforce Management – Screen Recording
Agent Evaluation
Business Systems Integrations
Business Systems Integrations – Microsoft Dynamics
Customer Satisfaction
CX Automations
CX Management Information Systems
Omnichannel Conversations
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