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inContact Quality Management

Overview

inContact Quality Management is an easy-to-use, full featured offering with agent-centric features that enable operations to improve the customer experience, agent experience, and internal processes. Screen and call recording, agent self-evaluations, automated feedback, and dispute arbitration workflows help you achieve an effective balance between operational requirements and agent empowerment. ​Enhancing customer interactions starts with tracking and managing their quality. It can be difficult to gather the data you need, though, without overwhelming your Quality Management team and while still ensuring agents are coached regularly. inContact Quality Management helps you analyze your customers’ experiences and identify where they can be improved upon with an easy-to-use evaluation and review solution.

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