Verint Quality Management (QM) is used to evaluate and 'score' agent interactions, identify 'gold standard' calls and demonstrate to agents where they can improve or where a call was handled well. QM includes evaluation forms to enable interactions to be reviewed and scored, and integrates automatically with Verint Performance Management, to allow scores to be reviewed by individuals, supervisors, team managers and senior management as appropriate.

Published

17/11/2020 - 10:57

Last updated

06/12/2020 - 15:43
1
4