Streamline your quality management and assurance process to focus on analyzing the calls that matter most
Streamline your quality management and assurance process to focus on analyzing the calls that matter most
QA programs focused on coaching and enablement over focus on scoring.
Use message threads and annotations to provide direct feedback on interactions.
Timely, actionable reviews shared with frontline teams as they’re completed.
Robust reporting, including ability to compare QA with CSAT for a truly holistic view of agent performance.
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.
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.
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.
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.
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.
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.