LiveVox Products | WFO
Quality and Compliance Management
A simple, omnichannel quality management solution to embed quality, compliance, training, and development into your contact center’s DNA.
Key Benefits of Quality and Compliance Management
Scale how you reduce risk
LiveVox QM gives you the tools and systems you need to level-up your quality management process, helping you to review more interactions, on more channels, more effectively, helping you to identify and address risk in your contact center, reducing the chance of future litigation.
Replace manual, clunky processes
Make slow, laborious processes involving spreadsheets and email attachments to score calls and provide training a thing of the past. LiveVox QM is fully integrated into our platform, allowing you to easily set up automated workflows.
Improve agent performance
Curate your own eLearning library using any resources you want, as well as your own synchronized call and screen recordings. Easily assign training and coaching tasks to specific agents, teams, or your whole contact center and track acknowledgment and completion.
In-Depth Look At Quality Management
Get a deeper look at LiveVox’s omnichannel Quality Management functionality by reading this brief.
Smart call review and scoring
Good quality management starts and ends with good scorecards. LiveVox QM allows you to easily create custom scorecards for any channel. Quality manager workflows can be automated using metadata to surface the most important calls, which are distributed to them, in-platform along with relevant scorecards.
Learn more about our Automated Agent Scorecard capabilities.
Scaled digital training
Understanding performance and risk is one thing, but you need to be able to do something about it. Our eLearning tool allows you to easily provide highly targeted feedback and training to your agents, wherever they are located. Via the eLearning library you can assign tasks and resources using any file type, and everything is easily manageable and trackable via a simple interface. In terms of agent experience, all tasks can be acknowledged and completed via the LiveVox desktop, with the option to add notes and questions for supervisors.
Learn more about our eLearning solution.
From your level, at your pace
Whatever your current quality management process is, LiveVox’s team of consultants are here to help you use our platform’s capabilities and upgrade to whatever level of sophistication matches the needs of your business. If you want, you can go as far as leveraging speech analytics to fully automate your QM process.
Learn more about our speech analytics solution – SpeechIQ®.
Quality and Compliance Management In Action
LiveVox WFO Capabilities:
- Quality monitoring for voice and omnichannel
- Coaching and eLearning
- Call Recording
- Screen Recording
- Performance analytics
- Over 150 advanced reports out of the box
- CSAT post-call survey
- Agent Work Queue
- Agent Scheduling
- Agent Scheduling Adherence
- Schedule forecasting
- PTO management
- Speech analytics
- Automated scorecards
- Sentiment Analysis
Learn about LiveVox’s other WFO offerings
Quality and Compliance Management is just one of many ways LiveVox helps you manage your workforce. Download the brochure to learn about LiveVox’s other WFO capabilities.
Why Choose LiveVox?
Better Customer Experience
Agents engage via configurable workflows in tailored desktops with the enrichment of key consumer profile and interaction history to provide superior customer experiences.
One Unified Platform
All LiveVox capabilities are accessed via a single, secure, cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.
Comprehensive compliance controls including consent and revocation management as well as CTIA, TCPA, and CAN-SPAM regulations.
Customer Channels of Choice
Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.