Contact Center Quality Management
Monitor your (remote) agents’ calls, evaluate their performance, and report on your quality improvements in real-time to effortlessly monitor and improve the customer service quality and deliver the best possible customer experience.
Real-time Call Monitoring
Monitor your agents' live calls to improve customer experience, provide instant guidance, ensure compliance, and more.
Agent Evaluation & Scorecards
Automatically or manually evaluate and score contact center calls to keep improving your customer experience.
Quality Assurance Reporting
Get actionable insights with MiaRec's comprehensive quality assurance reporting and dashboarding.
Live Monitor Customer Calls, Even Remotely
Contact centers are increasingly Work-From-Home environments and having the ability to monitor your remote agents is crucial to provide help when needed and to ensure optimal customer service.
Listen in to your agents’ calls to evaluate your agent's performance, tag a call for follow-up or review, and even coach your agents in real-time to help deescalate a situation — without having to leave MiaRec!
You can also evaluate your agents manually by filling out a scorecard form. You can create them either from scratch or by customizing the provided best-practice templates to reflect your unique business requirements.
Also, be sure your agents stick to the script and are compliant by choosing Artificial Intelligence (AI) powered evaluation interactions based on predefined speech tags.
After all questions (e.g., has the agent identified the customer needs by active listening?) have been answered, MiaRec generates a score between 1 and 100.
Advanced QA Reporting
Monitor trends and track individual or group performance improvement over time to know exactly how each department, team, or user is performing. Using MiaRec’s visualized performance reports you can easily identify any agent’s strengths and areas for improvement.
As a supervisor, you will never be in the dark again. You can view and drill down into call, day, group, user, and agent performance KPI stats, automatically receive call transcription, share evaluation results with the team, trigger weekly email updates, and much more.
How MiaRec's Quality Management Will Help
Below you will find the latest blog posts, resources, and much more related to Contact Center Quality Management.