In contact centers, quality management refers to the process of evaluating agent performance based on the review of call recordings, chat transcripts, and email replies. Supervisors can review reports for chat, voice and email interactions between agents and customers, and grade the agent’s performance based on specific metrics and a number of categories, such as greeting, communication, and knowledge. Quality management is critical to the successful handling of customer interactions, agent training, and customer satisfaction.

Quality management provides:

  • Detailed reports for calls, chats, emails
  • Agent performance evaluation
  • Actionable data that supervisors can use to increase agent and team productivity
  • Call recordings, chat transcripts, and interaction records

Bright Pattern Contact Center, Bright Pattern’s omnichannel contact center software, helps simplify omnichannel customer service for customers, agents, and contact center managers. Bright Pattern’s cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.

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