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Evolve to Multichannel Quality Management with LiveVox Assessor

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July 31, 2019
By: LiveVox

In today’s digital environment, contact centers must manage the efficiency, performance, and compliance of not just what is happening on a phone call, but also what is happening on Email, SMS, and chat interactions to name a few.

With each new channel, a new data set emerges that must also be integrated into a contact center’s WFO/QM solution. Since most WFO solutions are built around voice, this integration hurdle becomes a major upgrade project – one that can easily require millions in investments, and months, if not years, to complete. For those still on manual-intensive spreadsheets, the shift to omnichannel leaves them even further behind.

But cloud innovation is changing that. Inherent to cloud innovation is its ability to cost-effectively centralize disparate data sources at scale. In essence, the cloud enables the key integration of new channel interaction data without the high cost– enabling a new breed of WFO solutions at a significantly lower barrier to entry.

Read this blog to learn how cloud technology is evolving quality management approaches to apply traditional contact center best practices for a multichannel agent workforce.

LiveVox Assessor: An Integrated, Omnichannel-Enabled QM System

Unlike most contact center technology solutions, LiveVox’s cloud customer engagement platform includes a fully unified omnichannel-enabled CRM, Digital Channels — and WFO solution.

By unifying interaction data that spans these core contact center components, LiveVox offers a practical approach to the modern contact center- including quality management across all channels.

LiveVox’s omnichannel-enabled agent scorecard solution, Assessor, empowers contact centers to simplify the optimization and scale of multichannel best practices across the workforce.

Here are 5 Things to Know about LiveVox Assessor:

#1 Comprehensive Evaluation Management

The ability to see all the interaction data in a single location is key to accurately and consistently evaluating performance and identifying skill gaps and training needs.

The LiveVox Assessor tool integrates key interaction data that spans call and screen recording, speech analytics, CRM data and more to enable a truly comprehensive evaluation of agent performance.

Managers can easily retrieve call recording and screen recording data while evaluating. They cannot just listen to what agents are saying on a call but see what they are navigating on their screens and typing in an Email/SMS/chat. With all the data at your managers’ fingertips, they can easily uncover workflow inefficiencies, identify agent training needs, and mitigate compliance risks across a multichannel environment.

#2 Dynamic Evaluation Form Designer

Any effective evaluation program needs a well-balanced scorecard with a right mix of questions addressing key KPIs and factors impacting a business’ specific goals.

To achieve this, the Livevox Assessor tools offer an easy-to-use and flexible scorecard builder that allows Managers to easily create questions based on specific goals and objectives. Depending on the importance of the metrics managers can assign weighted scores for more meaningful evaluation.

They have the option to create different types of questions including logic-based, optional, multiple choice, text questions that address performance, compliance, and efficiency in a multichannel environment.

#3 Automated Workflows Creation and Quota Management

Implementing automation wherever possible is vital when considering to scale. To help achieve this, LiveVox Assessor provides Integrated task creation and quota management that can be implemented across the enterprise.  

This feature allows the tool to auto-assign recordings to evaluators based on pre-defined criteria, automatically prompting key contributors to review and address quality management issues.

#4 Agent Coaching and Dispute Resolution

Agents are not only your first line of defense but can also be a key source of information. The LiveVox quality management solution provides the ability for agents to provide feedback on their own performance which can help not only individualize training and coaching opportunities but also uncover information from the agent on best practices.

#5 Reporting Integrated into Performance Analytics

To help dive deeper into multichannel quality management, Assessor scorecards are automatically loaded into the LiveVox Business Intelligence (BI) tool. In doing so, contact centers are equipped with comprehensive analytics that combines enterprise-wide operational performance data with other business performance metrics and KPIs. With intuitive dashboards, managers can drill up, down and across to identify trends, peer benchmarking, and more as seen in the screenshot below.

To view a Solution Brief on Assessor, please click here.

To learn more about LiveVox Assessor, contact us at info@livevox.com.

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