Verint Verba provides seamless silent monitoring, agent view and whisper coaching as standard functions within our communication recording platform that will enhance the quality management capabilities of your organization. An essential feature for assessing and assisting agent performance, gauging customer satisfaction and designing more effective coaching, supervisors can easily activate the silent monitoring function directly from the web-based user interface or from any phone.
Track contact center performance on the go
Interactions between an agent and a customer can be monitored without either party being aware of the fact. The system also boasts advanced architectures which have been specifically designed to provide ultra-low latency for real-time monitoring. By tracking agent performance in real time, your managers and supervisors can easily detect areas of improvement and identify best practices to enable continuous improvement across your contact center.
Meet your defined quality standards and industry regulations
Increase customer satisfaction and strengthen brand loyalty
Identify training needs and best practices
Silent Monitoring is one of the essential functions in a contact center environment providing the ability for supervisors or for other administrators to monitor customer care agents during customer interactions. This feature comes handy to create a positive customer experience by ensuring service quality levels across your organization. It’s a definite way to ensure that your employees handle conversations in the correct manner and continuously fine-tune training efforts.
Use the Silent Monitoring feature to monitor customer handling skills and efficiency, sales abilities and techniques, product and service knowledge, technical knowledge, intonation, escalation procedures and adherence to policies and rules. By tracking agent performance in real time, managers and supervisors can easily detect areas of improvement and identify best practices to enable continuous improvement across your contact center.
In Cisco Unified Communications Manager environments, Verint Verba supports a special silent monitoring variant called Whisper Coaching, which allows the coaching party not only to listen to an ongoing interaction but also to talk to the agent during an ongoing conversation, without the customer hearing the comments. This allows organizations to implement silent monitoring and assistance into their toolset in a very cost-effective way.
Available from the ongoing conversation list of the Verint Verba interface, this special Cisco-specific feature enables managers to remotely verify and adjust customer communications within the sales organization or customer care teams. Apply Whisper Coaching to coach and train your agents, help them tackle complex issues or recommend a different course of action while they communicate with customers.
Enhance the quality of your customer care
Quality Management extends Verint Verba’s unified recording capabilities to provide full business insight into your service quality and performance, enabling quality standards to be met, training needs identified and fulfilled, and agent performance measured and improved through continuous feedback – all of which drive up customer satisfaction and nurture customer loyalty.
Organizations from all around the world seek to improve their business through increasing customer satisfaction and agent performance in their contact centers. Verint Verba Quality Management was designed with this vision in mind. Integrated with the Verint Verba platform, the comprehensive set of quality management features allow contact centers to develop quality assurance and boost their productivity.