Contact Center Quality Management System
8x8 Quality Management is a customer interaction evaluation and quality improvement tool that enables contact centers to consistently meet or exceed customer and company expectations.
With 8x8 Quality Management, you can:
- Highlight, save and share specific moments of interactions using the Conversation Highlighter.
- Easily build forms, score interactions, track progress, and more, all within an intuitive user interface.
- Identify key areas of success and opportunity with quality reporting and dialog with agents about specific, targeted feedback and coaching in real time with Conversation Tagging.
- Empower supervisors to see a complete picture of the customer interaction with Screen Recording spotting efficiency gaps and system misuses.
Learn more about 8x8 Quality Management
Focus more time on performance - Save time on administration by more efficiently searching for, selecting and monitoring interactions.
Improve learning and collaboration - Improve coaching with a library of exemplary interactions for agents to learn from.
Improve calibration and increase agent retention - Gain a consistent performance across multiple coaches, sites, and vendors.
Gain a holistic view of quality - Enjoy powerful, at-the-ready quality dashboards to see team and individual progress in real time.
8x8 Quality Management is part of a full suite of capabilities.
8x8 Contact Center is a collaborative cloud contact center solution that enables businesses to connect and collaborate internally and externally to excel in the experience economy. This solution includes a robust feature set to include: