AGENT CONNECT

QUALITY MANAGEMENT

Streamline your quality management and assurance process to focus on analyzing the calls that matter most

QA doesn’t have to drain your day, take your time back with Medallia

Take the focus off scoring

QA programs focused on coaching and enablement over focus on scoring.

Give instant feedback for critical interactions

Use message threads and annotations to provide direct feedback on interactions.

Share reviews quickly & seamlessly

Timely, actionable reviews shared with frontline teams as they’re completed.

End-to-end reporting on the entire experience

Robust reporting, including ability to compare QA with CSAT for a truly holistic view of agent performance.

Improve the efficiency of your QM workflows by 20%

Say goodbye to analyzing interactions at random

Medallia’s enhanced capabilities in review annotations and calibrations positively impact workflow efficiency, with many client's improving QM by 20%+ by focusing on interactions that would drive the greatest business impact.

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Enhanced QA-score calibration & more

Agent Connect enables easier agent performance analysis, plan development, and QA-score calibration. Our platform drives improvements in agent performance analysis, improvement plan development, and QM-score calibration.

Make your coaching more impactful with annotations on critical interactions

There are certain interactions that don’t warrant full reviews, but still offer valuable coaching opportunities. With Agent Connect, team leaders can add annotations to specific aspects of an interaction without launching a full review.

Make it easier to take action on QA

Launch QA reviews in real-time

Sharing QA reviews with agents is more impactful when done immediately. With Agent Connect, team leaders can view a real-time list of interactions and instantly launch a review.

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Optimize Your QA Scorecard

Fully customize your scorecard based on your team’s specific needs. Leverage auto-fail questions, weight your scoring on a per-section basis, and categorize questions into sections.

Guide

The Complete Guide to Call Center Quality Assurance

In this guide we’ll take a look at some standard QA operating procedures that could be holding your service teams back and how to improve them.

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