Quality Management
Improve agent performance and elevate your customer experience with holistic evaluations and actionable feedback
Every interaction is an opportunity to elevate CX
With Topaz Quality Management solution it’s never been easier to evaluate agent interactions, identify key areas of improvement, and provide agents with the actionable feedback they need to deliver exceptional customer experience.
Quality Management Features
Seamless training
A single, unified platform for WEM makes it easy to assign agents content to review and schedule time for training.
A single, unified platform for WEM makes it easy to assign agents content to review and schedule time for training.
Voice and screen recording
Play agent’s screen and audio recordings simultaneously for a complete picture of every customer interaction.
Play agent’s screen and audio recordings simultaneously for a complete picture of every customer interaction.
Metrics and Gamification
Easily track agent or team performance, and incorporate gamification to increase engagement and reward improvement.
Easily track agent or team performance, and incorporate gamification to increase engagement and reward improvement.
QM assist
Accelerate and scale your QM processes by effortlessly extracting insights from your interaction transcripts, identifying customer sentiment, and leveraging automated scoring.
Accelerate and scale your QM processes by effortlessly extracting insights from your interaction transcripts, identifying customer sentiment, and leveraging automated scoring.