{"id":408213,"date":"2022-01-31T09:44:53","date_gmt":"2022-01-31T17:44:53","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/quality-assurance-and-monitoring"},"modified":"2025-08-05T08:04:46","modified_gmt":"2025-08-05T15:04:46","slug":"quality-assurance-and-monitoring","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/quality-assurance-and-monitoring","title":{"rendered":"Quality assurance and monitoring"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221; el_class=&#8221;no-shadow&#8221;][vc_column]<div class=\"component breadcrumbs theme-\"><div class=\"links-row w-100 d-flex flex-wrap align-items-center justify-content-start\"><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/genesys-cloud\">Genesys Cloud CX<\/a><\/div><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/capabilities\/wem-workforce-engagement-management\">Workforce engagement management\u200b<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;order-md-1 order-5&#8243;][vc_single_image image=&#8221;583463&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Quality assurance and monitoring<\/h1>\n<p>&nbsp;<\/p>\n<p class=\"text-22\">Improve the quality of every interaction and enhance compliance<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"#demo\" target=\"\" rel=\"\">Get started<\/a><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"https:\/\/www.genesys.com\/en-gb\/campaign\/request-a-demo\" target=\"\" rel=\"\">Get a demo<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Improve quality and mitigate risks<\/h2>\n<p>Powerful artificial intelligence (AI) and conversational analytics help your business drive every customer interaction to new levels, while ensuring needed adjustments are made and errors are limited.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;order-md-1 order-5&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Save process time with automation<\/h3>\n<p>AI automatically selects interactions for review, allowing for rapid issue detection and enabling prompt resolution.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Monitor interaction quality in real time<\/h3>\n<p>With conversational analytics, quickly identify trends and make adjustments to agent behavior, improving service quality and operational efficiency.<br \/>\n[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Protect your customers and business<\/h3>\n<p>Record, track and analyse every interaction to meet regulatory requirements while ensuring you\u2019re secure, compliant and optimised for performance.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_image%22%3A%22565280%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%2250%25%22%2C%22flair_left%22%3A%220%22%2C%22flair_transform%22%3A%22translateY(-50%25)%22%2C%22flair_classes%22%3A%22object-fit-cover%22%7D%5D&#8221; css=&#8221;.vc_custom_1743757351296{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column]\r\n  <style>\r\n    .tour_embed { position: relative; margin-left: auto; margin-right: auto; border-radius: 1.5rem; }\r\n    .tour_frame-wrapper { position: relative; }\r\n    .tour_embed iframe { width: 100%; }\r\n    .tour_frame-wrapper #gctour {\r\n      width: 100%;\r\n    }\r\n\r\n    \/* .tour_embed iframe { position: absolute; top: 0; right: 0; bottom: 0; left: 0; height: 100%; width: 100%; } *\/\r\n  <\/style>\r\n\r\n  <div class='tour_embed overflow-hidden' style='max-width: none;'>\r\n    <!-- <div class='tour_frame-wrapper' style='padding-bottom: 50%;'> -->\r\n    <div class='tour_frame-wrapper'>\r\n      <iframe class='skip-lazy' border='0' frameborder='0' src='https:\/\/www.genesys.com\/tours\/quality-assurance?theme=glass' style='display: none;'><\/iframe>\r\n    <\/div>\r\n  <\/div>\r\n\r\n  [\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column c_sticky=&#8221;yes&#8221; width=&#8221;1\/2&#8243; el_class=&#8221;col-sm-8&#8243;][vc_single_image image=&#8221;583464&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_row_inner][vc_column_inner el_class=&#8221;col-sm-10&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;mb-2&#8243;]<\/p>\n<h2>Strengthen compliance and gain insight into customer needs with call centre quality assurance<\/h2>\n<p>Gain deeper insights into customer needs and preferences to provide better support and enhance satisfaction. Get the data you need to understand trends, agent behaviors and knowledge gaps. Use that data to refine training programs so agents get better faster \u2014 improving their experience and the customer experience alike.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner ri_scrollable=&#8221;yes&#8221;][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Record 100% of interactions without any data loss<\/h3>\n<p>With automated bulk recording exports to your private Amazon S3 bucket, you keep total ownership. And with secure pause and recording consent, you can protect client data and compliance alike.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Drive quality at scale with automated workflows<\/h3>\n<p>Save time by automating repetitive tasks with policy-based actions that don\u2019t rely on random sampling or manual assignment. Leverage AI-based evaluation assistance to automatically pre-fill evaluation questions.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Get enterprise-grade security and compliance<\/h3>\n<p>Make sure that you properly handle sensitive information, including end-to-end encryption, custom recording retention policies, protection from deletion, recording consent and masking of sensitive data.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Uncover trends and insights with conversational intelligence<\/h3>\n<p>AI Summary and AI Insights through Supervisor Copilot make it easy to uncover recurring issues. Conversational analytics provides a complete view of experiences, and AI Translate supports global teams with on-demand translation.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221; ct_stat_link=&#8221;url:%2Fresources%2Fstate-of-cx|title:%22State%20of%20Customer%20Experience%2C%22%20Genesys%2C%202025&#8243;]<\/p>\n<p class=\"text-60 font-weight-bold\">30%<\/p>\n<p>&nbsp;<\/p>\n<p class=\"text-22\">of consumers say they stopped doing business with a company after a negative customer service interaction<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Improve and optimise every interaction with superior quality management tools<\/h2>\n<p>Genesys Cloud quality management uses recording compliance and speech and text analytics to optimise both self-service and agent-assisted interactions, improving feedback and coaching. Native conversational intelligence transcribes every interaction, identifying key topics, trends, customer sentiment and agent empathy across all channels.<\/p>\n<p>These insights drive your ability to continuously improve performance in customer experience and your business as a whole. Supervisors can focus on long-term trends for effective coaching, while enhancing bots, virtual agents and agent-assist tools like Agent Copilot for greater efficiency.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;bg-cover bg-150-md bg-center bg-norepeat&#8221; css=&#8221;.vc_custom_1740963356468{background-image: url(https:\/\/www.genesys.com\/media\/capability-home-pill-background.png?id=542417) !important;}&#8221;][vc_row r_gutter_size=&#8221;gutter-small&#8221; background_color=&#8221;bgc-glass&#8221; equal_height=&#8221;yes&#8221; el_class=&#8221;py-3 px-1 px-lg-3 rounded mt-0&#8243;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Manage and improve every interaction, every day<\/h2>\n<p>Every single customer interaction is important, whether it\u2019s worthy of praise or an opportunity for coaching. Leverage the power of the Genesys Cloud platform to ensure nothing falls through the cracks.[\/vc_column_text][\/vc_column][vc_column el_class=&#8221;mt-2&#8243;][vc_row_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Interaction and screen recording<\/h3>\n<p>The Genesys Cloud\u2122 platform includes secure pause, recording consent and redaction features to ensure compliance and training efforts have a comprehensive view of agent performance.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Quality management and evaluations<\/h3>\n<p>AI insights ensure consistent evaluations, while conversational intelligence helps uncover opportunities for improvement.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">AI speech and text analytics with conversational intelligence<\/h3>\n<p>AI can analyse customer interactions, providing insight into customer sentiment, trends and areas for improvement, including agent empathy.<br \/>\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Voice of the customer<\/h3>\n<p>Conversational analytics helps uncover patterns and insights, and real-time feedback ensures that supervisors can continuously improve the customer experience.<br \/>\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Real-time supervisor monitoring<\/h3>\n<p>Elevate contact centre agent performance with supervisor monitoring that lets supervisors engage through live coaching or \u201cwhispering\u201d mid-interaction.<br \/>\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">AI-enhanced evaluations<\/h3>\n<p>Get data-driven insights with contextual understanding and preanswer QA and employee performance evaluations as appropriate with AI scoring through Virtual Supervisor.<br \/>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>What customers are saying<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=&#8221;order-5&#8243; offset=&#8221;vc_col-md-4&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"https:\/\/www.genesys.com\/en-gb\/customer-stories\" target=\"\" rel=\"\">Read all stories<\/a><\/div>[\/vc_column][vc_column]<div class=\"component-customer-carousel default-layout\" data-current-active=\"0\" data-layout=\"default\" data-count=\"2\"><div class=\"carousel-main-row\"><div class=\"carousel-logo-col\"><div class=\"logo-nav-item active\"><a class=\"logo-nav\" aria-label=\"View Aeromexico story\" title=\"Aeromexico\" href=\"#496789\"><img decoding=\"async\" class=\"company-logo\" alt=\"Aeromexico rgb x300\" src=\"https:\/\/www.genesys.com\/media\/Aeromexico_RGB_x300.png\" width=\"300\" height=\"48\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Metergy story\" title=\"Metergy\" href=\"#428148\"><img decoding=\"async\" class=\"company-logo\" alt=\"Metergy logo\" src=\"https:\/\/www.genesys.com\/media\/Metergy-Logo.svg\" width=\"211\" height=\"143\"><\/a><\/div><\/div><div class=\"carousel-content-col\"><button aria-label=\"Previous panel\" title=\"Previous panel\" class=\"prev-control carousel-controls hidden\"><\/button><div class=\"customer-content active\" data-href=\"496789\" data-index=\"0\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/customer-stories\/aeromexico\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Customer story video thumbnail aeromexico\" src=\"https:\/\/www.genesys.com\/media\/customer-story_video-thumbnail_Aeromexico.jpg\" width=\"1216\" height=\"684\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-lg\">\u201cThe new platform has represented a significant shift, from a segment-by-segment search for information to complete visibility of all client interactions with just a few clicks, while delivering recordings and quality assurance insights for targeted feedback.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Angelina Griselda Stankiewicz Ch\u00e1vez<\/p><p class=\"customer-title\">Senior Contact Center Manager, Aeromexico<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><div class=\"customer-content\" data-href=\"428148\" data-index=\"1\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/customer-stories\/metergy\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Woman uses smartphone in new home\" src=\"https:\/\/www.genesys.com\/media\/metergy.jpg\" width=\"626\" height=\"346\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-lg\">\u201cWhen a call or email comes in, we\u2019re able to score the interaction and share that with the agent, who is often unaware of their behavior. We can then arrange coaching sessions to help mentor and improve their performance.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Maudrie Smith<\/p><p class=\"customer-title\">Director of Customer Care Operations, Metergy Solutions<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><button aria-label=\"Next panel\" title=\"Next panel\" class=\"next-control carousel-controls\"><\/button><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%5D&#8221;][vc_row css=&#8221;.vc_custom_1669151417686{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>See what else you can do with Genesys<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=&#8221;order-5&#8243; offset=&#8221;vc_col-md-6&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\" target=\"\" rel=\"\">Explore all capabilities<\/a><\/div>[\/vc_column][vc_column]<div class=\"capability-list icon-card-bg row gutter-small\"><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/employee-performance-management\"><div class=\"card-body\"><h3 class=\"h5\">Employee performance management<\/h3><p>Get superior performance using gamification. Supervisors gain instant insights into team and individual performance. And employees see their results in real time to drive their own success.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/speech-and-text-analytics\"><div class=\"card-body\"><h3 class=\"h5\">Speech and text analytics<\/h3><p>Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/wem-workforce-engagement-management\"><div class=\"card-body\"><h3 class=\"h5\">Workforce engagement management<\/h3><p>Give your employees the tools, support and growth opportunities they need to truly love what they do.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/workforce-scheduling-forecasting\"><div class=\"card-body\"><h3 class=\"h5\">Workforce forecasting and scheduling<\/h3><p>Create accurate, flexible schedules in minutes. Have the right support in place \u2014 even when demand spikes.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Learn more about how to keep quality standards high<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=&#8221;order-5&#8243; offset=&#8221;vc_col-md-6&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"https:\/\/www.genesys.com\/en-gb\/resources\" target=\"\" rel=\"\">View all resources<\/a><\/div>[\/vc_column][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row align-items-stretch gutter-small col-count-4 scrollable-row\"><div class=\"col-12 primary-item grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component-cta-block centered cta-text-end\" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/a-practical-guide-to-modern-workforce-planning\"><div class=\"row align-items-stretch image-stack chevron-only card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/modern-wf-planning-resource-thumbnail-2025.png\" height=\"464\" width=\"820\" alt=\"Modern wf planning resource thumbnail 2025\"><\/div><div class=\"col-content col-md-7 mt-lg-0\"><div class=\"content-container align-self-start align-self-md-center\"><p class=\"assettag\">Practical guide<\/p><h3 class=\"item-title\">A practical guide to modern workforce planning<\/h3><p class=\"brief-desc text-20 mb-0\">More flexibility means happier, engaged employees.<\/p><\/div><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/wem-checklist-get-the-most-out-of-your-workforce\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/QA-monitoring_resource-thumbnail_1.png\" height=\"464\" width=\"820\" alt=\"Qa monitoring resource thumbnail 1\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Checklist<\/p><h3 class=\"item-title h6\">WEM Checklist: Get the most out of your workforce<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/a-practical-guide-to-modern-workforce-engagement\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/A-practical-guide-to-modern-workforce-engagement-threads-thumbnail.jpg\" height=\"464\" width=\"820\" alt=\"A practical guide to modern workforce engagement threads thumbnail\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Practical guide<\/p><h3 class=\"item-title h6\">A practical guide to modern workforce engagement<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-campaigns\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-gb\/campaign\/genesys-level-up-series\"><div class=\"thumbnail-col thubmnail default-thumb\"><img decoding=\"async\" src=\"\/media\/default-resource-thumb-wave-1.jpg\" height=\"464\" width=\"820\" alt=\"Genesys wave default resource thumbnail 1\"><\/div><div class=\"card-body text-col\"><h3 class=\"item-title h6\">Genesys Level Up Series<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1741334683100{background-image: url(https:\/\/www.genesys.com\/media\/Threads-Right-Wave.png?id=549945) !important;}&#8221; el_class=&#8221;px-0 py-2 px-md-5 py-md-5&#8243; el_id=&#8221;demo&#8221;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; el_class=&#8221;form-card&#8221;][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Automate your quality assurance and monitoring<\/h2>\n<p>Say goodbye to time-consuming monitoring practices. Become a call centre QA specialist with AI-powered call centre software. Identify and address areas for improvement before they become problems. Schedule a demo to see how quality assurance makes every interaction better.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"inline\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  data-target=\".thank-you\" ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7010d000001KeaxAAC\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/capabilities\/408213\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"capabilities\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-gb\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/capabilities\/408213\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"384992\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email\" placeholder=\"Email\">\n        <label for=\"fe192\">Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Centre Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations\/Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Hot Lead\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Book a demo\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Book a demo\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_column_text css=&#8221;&#8221; el_class=&#8221;thank-you&#8221;]<\/p>\n<p class=\"h4\">Thank you for your interest.<\/p>\n<p>We\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Frequently asked questions about quality assurance and monitoring<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;5\/6&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"component-accordion-container no-title\" data-display=\"accordion\"><div class=\"component-accordion-content custom-accordion\" data-opened=\"1\"><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What is quality management?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Quality management covers a suite of tools and processes designed to handle interactions more effectively and efficiently. This system includes interaction and screen recording, real-time monitoring, and tools for locating and evaluating recorded interactions. Reporting and calibration features are common, as are speech and text analytics capabilities.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Why is interaction recording important?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Interaction recording captures and stores exchanges between customers and agents. This is essential data to monitor team performance in call handling. It gauges the quality of service provided and the overall customer experience. By using actual conversation examples, it promotes effective coaching and agent development.<\/p>\n<p>Interaction recording is also necessary for regulatory compliance and liability protection. It addresses compliance norms from the specific industry and region that renders the service and aids in resolving claims and disputes.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can automated scoring work in a contact centre?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Generative AI scores interactions using contextual understanding to answer questions and provides a reason for selection. This ensures a scalable, fair evaluation process. But it&#8217;s important to keep a balanced approach to scoring based on AI regulations. Genesys AI Scoring fully complies with all relevant global regulations. Supervisors maintain control to enable or disable AI scoring, and AI-scored evaluations require humans to approve all evaluations.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What are the benefits of quality assurance?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Contact centre and call centre quality monitoring enables you to uphold consistency and peak efficiency in operations. Its methodologies set a single service standard across all customer service teams. This gives teams clear guidelines and benchmarks to achieve industry-leading customer service. It also improves team performance and pinpoints areas for contact and call centre managers to lead in development and problem solving.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What is speech and text analytics?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Speech and text analytics empowers contact centres to glean insights from customer-agent dialogue, focusing on sentiment analysis and topic trends. These insights highlight areas of improvement, recognition and concern to help contact centres better understand and serve customers and employees. Speech and text analytics features can provide transcription and analytics on 100% of interactions for deep insight into customer-agent conversations.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What is quality assurance in a call centre?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Quality assurance in a call centre evaluates agent performance and ensures that interactions align with set standards of service excellence. Using tools like call monitoring and performance indicators, contact centres can boost customer satisfaction. This can directly influence Net Promoter Scores (NPS) and customer retention.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What\u2019s the difference between quality assurance and quality control in a call centre?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>In call centres, quality assurance is proactive and focuses on process-oriented activities. Its goal is to optimise agent performance. It does this through consistent agent training and customer experience (CX) processes, such as social media interactions, to meet desired service outcomes.<\/p>\n<p>In contrast, quality control is reactive. It looks at completed interactions to ensure they meet established criteria. Quality control uses tools like call monitoring to detect and rectify errors.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How do you create a call centre quality assurance process?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>To establish a call centre quality assurance program, first set clear service standards. These might include performance indicators like NPS. Then implement interaction recording tools for call monitoring, review interactions regularly to gauge an agent\u2019s performance and offer feedback.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How do you pass QA in a call centre?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>For agents in call centres to excel in QA, they need to understand and adhere to organisational service standards. In addition to benchmarks like NPS, call centre agents need regular training that demonstrates proficiency across channels. These include social media and continuous call monitoring. Agents should also stay updated on performance indicators and seek feedback to enhance performance that supports customer retention.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What is the QA score in a call centre?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>The QA score is a metric that contact centres use to assess the quality of interactions between customers and agents. QA scores do not have set or standardised components across the industry \u2014 your business can determine how its QA score is measured based on the particular key performance indicators (KPIs) you want to measure agents against.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Why do you need quality assurance and performance management?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Quality assurance and performance management play a critical role in the success or failure of your customer support efforts. The QA process allows your team leaders to assess which agents are top performers, which need training or coaching, and precisely where each is succeeding and failing. This way great agents are recognised and rewarded and agents who are underperforming can be brought up to the standard that meets customer expectations.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can call centre quality assurance help in identifying training needs for agents?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>When done right, call centre QA is the perfect tool to identify customer service agents\u2019 training needs and build training programs. The best QA tools have artificial intelligence built in, which can automatically transcribe customer interactions and scan them for specific positive and negative triggers. A training program can easily be built around this data, without a person having to spend hours combing through call after call for information, and without them having to painstakingly manually transcribe each call.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What metrics are commonly used to measure performance in call centre quality assurance?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>There\u2019s any number of key performance indicators a business can focus on when measuring call centre performance. Some of the most common include first-call resolution (FCR), average handle time (AHT), customer satisfaction score (CSAT), Net Promoter Score (NPS), occupancy rate and service level. A QA scorecard that follows best practices can have some or all of these metrics, or more.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221; el_class=&#8221;no-shadow&#8221;][vc_column][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;order-md-1 order-5&#8243;][vc_single_image image=&#8221;583463&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;] Quality assurance and monitoring &nbsp; Improve the quality of every interaction and enhance compliance [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] Improve quality and mitigate risks Powerful artificial intelligence (AI) and conversational analytics help your business [&hellip;]<\/p>\n","protected":false},"author":308,"featured_media":0,"template":"","tax_cap_lobby":[17737],"tax_priority":[],"tax_contenttheme":[],"tax_bundle":[15302],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-408213","capabilities","type-capabilities","status-publish","hentry","tax_cap_lobby-wem-en-gb","tax_bundle-employee-experience-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/capabilities\/408213","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/capabilities"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/capabilities"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/308"}],"version-history":[{"count":20,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/capabilities\/408213\/revisions"}],"predecessor-version":[{"id":587018,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/capabilities\/408213\/revisions\/587018"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=408213"}],"wp:term":[{"taxonomy":"tax_cap_lobby","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_cap_lobby?post=408213"},{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=408213"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=408213"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=408213"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=408213"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=408213"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=408213"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=408213"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=408213"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=408213"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=408213"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}