Quality Management
Deliver outstanding customer experience every time with QM solutions.
Empower your agents with the skills and resources they need to deliver positive customer outcomes through CxEngage by Serenova’s comprehensive coverage of the Quality Management lifecycle.
Empower agents to be at their best.
Monitor and evaluate your agents’ interactions with customers by recording calls, capturing agents’ desktop screens and facilitating evaluation of agents’ performance through CxEngage QM. Pinpoint exactly where each agent is delivering great service while uncovering opportunities for additional training, coaching and improvement.
Master the steps to quality assurance.
Take all the steps to ensure you are delivering the high-quality contact center interactions your customers expect.
Agent Recording
Start with recording the audio component of agents’ calls and capturing their desktop screens.
Recording Selection
Allow supervisors to review a sampling of interactions and select which recording(s) to evaluate.
Recording Evaluation
Score agents’ performance against evaluation forms to assess factors like whether the agent deviated from the standard script or if they used a pleasant tone of voice.
Coaching Recommendations
Based on agents’ scores, let managers identify which of their employees need additional coaching or training.
Agent Coaching and Learning Management
Share feedback and action or learning plans. Add recordings of outstanding interactions to an e-learning library to use for future training so all agents are clear on what constitutes an ideal call.
CXEngage – the Human-Centric Contact Center
Transform your Contact Center by moving to Lifesize.
Create customers for life with native Omnichannel and video capabilities delivered on the most usable Contact Center platform.
Try us out with our special offer:
Gartner Peer Insights
“Nearly infinitely moldable to fit your contact center needs.”
Join leading organizations around the world serving customers with Lifesize contact center solutions.
Lifesize Solutions
Make the future of work effortless.
We bring over a decade of know-how to deliver trusted cloud contact center and video meeting solutions that help your business run smoothly today — and tomorrow.
Modernize Your Contact Center
Deliver consistent agent experience and customer engagement that will differentiate your brand.
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![Nuffield Logo]()
“The contact center platform has far exceeded expectations. We can be dynamic and flexible…it’s put us in a much better position, both when it comes to understanding patient needs and addressing them.”
Lucy Balmer, Head of Contact Centers & Shared Services, Nuffield Health
Learn how Nuffield Health communicates better
Work better with the latest trends and tips.
Best Practices
Workforce Management Guide for Contact Center Leaders (& Why it’s Important)
There are two constants in the contact center. Customer expectations are evolving, and contact center leaders…
