Insights

Quality Intelligence: The contact center game changer 

A year ago, we launched evaluagentCX with a simple goal: give Quality teams a complete picture of the customer by uniting Conversation Intelligence, Voice of the Customer (VoC) and Quality data into one platform.       

In the 12 months since, we’ve loved watching our customers unlock the efficiency and power of creating a single view of the customer within the contact center and move away from solely agent-focused QA and toward customer-centered quality management.  

That’s why it’s great to see Gartner recognizing the power of our unified approach as the next frontier for quality teams. Gartner’s recent report, “Enhance Your QA Program with Customer Insights”, highlights the significant shortcoming in traditional quality assurance (QA) programs, particularly their failure to deliver measurable business value to the operation.   

Gartner’s research reinforces what a year of evaluagentCX has already shown us; Customers need conversation analytics, voice of customer monitoring and quality data in one place and Gartner calls it:  Quality Intelligence. 

So, what is Quality Intelligence and why is Gartner recommending operations use it to move from rep-focused QA to customer-centered quality?  

What is Quality Intelligence?

According to the survey, which polled customer service and support leaders overseeing QA practices, 52% of those who consider their QA programs highly valuable attribute this primarily to VoC and CX insights. In stark contrast, only 19% say their program’s value stems from insights into agent performance.  

This data highlights that traditional Quality Assurance has failed to keep pace with the demands of service excellence. To address this, the report suggests operations need to build a Quality Intelligence (QI) program that brings together three key elements: Voice of the Customer (VoC) data, customer experience (CX) data, and quality assurance (QA) data.  

Let’s take a closer look at what Quality Intelligence is and why contact centers need it:. 

Today, organizations look at their customer experience through three separate lenses:   

1. Quality Assurance – Analyzing how agents handle customer conversations with the goal of improving agent performance.    
2. Conversation Intelligence – Analyzing what customers are talking about in conversations with the goal of fixing aspects of the customer experience (CX).   
3. Voice of the Customer – Analyzing what customers are saying about a company (surveys, forums, reviews, social media) with the goal of improving perception among customers.   

 Almost every company has some form of these three lenses, but very few successfully connect them. Often, these lenses are managed by different business owners, making integration a challenge. Additionally, most companies fail to align these lenses with a fourth key perspective on customers: the CRM or Customer Data Platform (CDP), where all information about individual customers is stored.  

This adds up to a missed opportunity because each lens knows something valuable about the quality of the customer experience, but not the whole story.   

Quality Intelligence brings all three lenses on the customer experience together to provide the whole story in one place.   

What does a Quality Intelligence platform do?   

A Quality Intelligence platform like evaluagentCX works like this:   

1. Analyzes all your customers’ data through a single framework to create a complete, consistent evidence base.   
2. Uncovers the hidden intelligence (themes, topics, trends and areas for improvement) within customer conversations using pattern-recognition AI.   
3. Turns that intelligence into impact by automating workflows for different teams (QA & improvement, CX improvement, Perception monitoring).  
4. Integrates your quality intelligence data directly to CRM / CDP to enrich the organization’s single view of customer and power better, more personalized experiences in future.  

What benefits does a Quality Intelligence platform bring?   

Organizations that use the evaluagent Quality Intelligence platform measure success in the following ways:   

• Lower spend: Replacing siloed solutions with a single platform cuts wasted spend on software, data cleaning and duplicate analysis.   

• Improved efficiency: By applying AI to routine workflows like QA scoring and CX analytics, customers save thousands of person hours across multiple teams (agents, QA, analysts).  

• Total coverage: Removing manual processes allows the percent of customer conversations analyzed to rise from 2-3% to 100% overnight.   

• Reduced customer effort: By identifying and fixing more pain points, organizations reduce the effort their customers invest and improve their satisfaction significantly.   

• Contact centers = profit centers: By implementing Quality Intelligence, contact centers are driving better marketing, sales and retention outcomes for their businesses and being perceived as profit centers.   

How evaluagent is empowering customers to thrive in this dynamic and rapidly evolving QA landscape:   

• Omnichannel: Integrations enable customers to harness 100% of their contact data from every customer interaction and across every channel.   

• Conversation Intelligence (CI): Voice contacts are transcribed and hosted alongside digital contacts.100% are analysed to identify VoC & CX metrics (sentiment, overtalk & silence, xNPS, xResolution, xRepeats and more).   

• Artificial Intelligence (AI):  AI determines a “Reason” for contact, provides a summary (Opening, Requirements, Discussion & Outcome) and identifies when insight topics are present (e.g. complaints or vulnerability).   

• Auto-QA: Contacts can be filtered using CI metrics and insight topics to target high risk / high value conversations.  Automated workflows distribute contacts to your QA team, while automated scorecards can score some (or all) your QA items.   
  
• Real-time QA: Live scorecards support your agents in-the-moment, so they can see if they’ve missed anything crucial in their conversation. Plus, wrap notes are automated to bring efficiency and detail to every interaction.

• Quality Intelligence (QI): Our conversation intelligence suite enables customers to discover meaningful insights across all their contacts.  We also make it easy to export data to existing BI tools and can support organisations with less resource or bandwidth with our Insights-as-a-Service solution.   

How can I get started with Quality Intelligence?   

We’re at the start of a seismic shift in how the contact center analyzes the quality of their customer experience and there has never been a better time to start. If the above resonates with you, reach out for a chat with us about how to upgrade your contact center to evaluagent Quality Intelligence.  

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