- Drive agent engagement and deliver targeted, collaborative coaching in a hybrid work environment
Quality Management
Quality Management
Tailored. Collaborative. Effective.
Improve performance and help your agents shine with tailored coaching in a work-from-anywhere setting.
Key benefits
- Capture and easily search 100% of interactions for greater customer experiences across voice and digital
- Empower supervisors with an easy-to-use interface and a powerful quality management toolbox
- Evaluate compliance, behaviors, and proficiency to minimize risk and increase revenue
- Drive agent engagement and deliver targeted, collaborative coaching in a hybrid work environment
- Capture and easily search 100% of interactions for greater customer experiences across voice and digital
- Empower supervisors with an easy-to-use interface and a powerful quality management toolbox
- Evaluate compliance, behaviors, and proficiency to minimize risk and increase revenue
Learn more about Quality Management
Improve customer experiences with tailored coaching at scale
Streamline the coaching process with easy to find interactions and educational resources
- Search, filter, and sort interactions to quickly identify best coaching opportunities
- Highlight, tag, and @mention employees for more targeted and efficient coaching
- Expedite proficiency using a library of best practices calls and snippets that are available to any agent, at any time
A collaborative approach to developing better customer outcomes
Tools and processes that enable consistency and transparency across your contact centers
- Increase agent retention with calibration tools that help establish consistent expectations across coaches, teams, sites, and vendors
- Focus more time on training and performance--and less on administration--with automated workflows for supervisor and employee
- Boost the customer experience and expedite time to proficiency for agents as they see, hear, and learn from their peers’ exemplary work
Cultivate a consistent approach
Reduce risk with a consistent approach to meeting compliance objectives with our integrated quality and speech analytics tools.
- Gain a holistic view of quality with powerful, at-the-ready quality dashboards to see team and individual progress in real-time
- Capture 100% of interactions with 8x8 Speech Analytics, identifying issues as they arise, giving leaders increased confidence in quality performance and their ability to satisfy compliance objectives
- Correlate customer survey data with quality data using integrated voice of customer surveys to ensure that the quality process is helping the contact center achieve business goals
Empower managers to be more effective
Enable managers and leaders with a complete evaluator toolbox for agent and customer experience success.
- Achieve immediate results with out of the box reporting solutions
- Boost business modeling and coaching initiatives with powerful reporting and dashboards that synthesize quality data
- Empower all agents globally with a single solution featuring support for multiple languages
"8x8 gives us transparency, which helps us deliver a great customer experience."
Mark Groveunder, Senior Vice President of IT and Services
"8x8 gives us transparency, which helps us deliver a great customer experience."
Mark Groveunder, Senior Vice President of IT and Services
"8x8 gives us transparency, which helps us deliver a great customer experience."
Mark Groveunder, Senior Vice President of IT and Services
"8x8 gives us transparency, which helps us deliver a great customer experience."
Mark Groveunder, Senior Vice President of IT and Services
Other related features
CX Analytics
Elevate customer experiences with customer interaction dashboards.
Speech & Text Management
Supercharge your contact center with actionable, valuable insights.
Digital Channels
Enhance customer experience with digital channels.
Intelligent IVR
Automate self-service experience with natural language processing.
Other related features
CX Analytics
Elevate customer experiences with customer interaction dashboards.
Speech & Text Management
Supercharge your contact center with actionable, valuable insights.
Digital Channels
Enhance customer experience with digital channels.
Intelligent IVR
Automate self-service experience with natural language processing.
Other related features
CX Analytics
Elevate customer experiences with customer interaction dashboards.
Speech & Text Management
Supercharge your contact center with actionable, valuable insights.
Digital Channels
Enhance customer experience with digital channels.
Intelligent IVR
Automate self-service experience with natural language processing.
Other related features
CX Analytics
Elevate customer experiences with customer interaction dashboards.
Speech & Text Management
Supercharge your contact center with actionable, valuable insights.
Digital Channels
Enhance customer experience with digital channels.
Intelligent IVR
Automate self-service experience with natural language processing.
Speak with a specialist