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.

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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!

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Automatic Agent Evaluation

Evaluate all of your agents’ calls with MiaRec’s Automatic Agent Evaluation & Scorecard functionality or choose to quickly evaluate your agents’ performance by yourself manually. 

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Customizable Scorecards

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. 

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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.

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Product Benefits

How MiaRec's Quality Management Will Help

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Resources

Below you will find the latest blog posts, resources, and much more related to Contact Center Quality Management.

Latest News

How To Build A Rock-Solid Business Case For Contact Center Automation By Management Priority

How To Build A Rock-Solid Business Case For Contact Center Automation By Management Priority

May 13, 2022 at 3:03 AM 5 min read
Introducing MiaRec's Auto Score Card: Evaluate Agent Performance On 100% Of Your Calls

Introducing MiaRec's Auto Score Card: Evaluate Agent Performance On 100% Of Your Calls

April 27, 2022 at 11:56 AM 5 min read

Customer Satisfaction Through Speech Analytics

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