Bright Pattern’s built-in Omni QM gives contact centers the ability to monitor interactions on any digital channel. In most contact centers, channels are only measured for quality on voice channels, and even on voice channels, only about 1% of interactions are sampled. Through omnichannel quality management, you can monitor 100% of all interactions on all digital channels. Powered by best-of-breed AI, omnichannel quality management gives your business or organization the ability to monitor all interactions easily. Receive agent scorecards based on custom KPIs and metrics, be alerted in real-time when an interaction has gone negative and automatically route the interaction to a retention specialist, and utilize comprehensive data and records for agent retraining.
Bright Pattern Omni QM can help boost your call center’s performance and improve the customer journey at every step.