Verint's Automated Quality Management Application
Use Cases and Deployment Scope
Our organization has used AQM to have full coverage of the questions existing in our current standard quality model. It has allowed to see how agents perform on all of their calls versus the few monitored by analyst. Our leaders use AQM results to effectively and efficiently coach their associates. Since implementing AQM we have seen an improvement in the customer experience.
Pros
- Completing automated quality evaluations on an extremely large sample of call.
- Can help to identify outliers and identify the appropriate audiences for coaching.
- Helps leaders to save time with coaching as they can quickly drill down to examples versus having to search for calls.
Cons
- Ability to use conditions such as not in...For example look for instances where agent asks for an address but not when its an address change call.
- Allow an applicability rule to be a No Hit condition. For examples, calls that don't have these words.
- Ability to retain AQM evaluations for more than 60 days.
Likelihood to Recommend
AQM is well suited when wanting to have a picture of overall performance. It is great for identifying outliers and a target audience for coaching. Also expands your coverage of calls without adding any FTE/Head count. Its less suited for question types that are very complex or there are multiple ways something could be stated such as identifying complaints and then the appropriate way for an agent to respond to that complaint. (With the existing version)
