help agents perform at maximum ability.
Management Overview
Tools to monitor your operations and train your agents
The need for Quality Management tools is not a new concept. Good QM is the cornerstone of a well run contact center. Quality drives customer satisfaction, which leads to customer loyalty and higher ROIs and profits.
Aheeva’s QM is a proven platform that enables a short feedback loop so that your management team can ensure that agents have the necessary skills, the attitude and the motivation to meet you organization’s objectives.
Features
Empower managers with actionable operational results in real-time
Interact with Agents
Manage your contact center and interact with agents from anywhere there is Internet
Real-time feedback
More effective supervisors that have the tools to deliver real-time feedback to agents
Productivity
Actively manage and measure the quality and the productivity of daily operations
Customer Service
Increase contact quality and deliver better customer service
Live coaching
Real-time dashboards & Live coaching.
100% web-based
100% web-based company
Features
Our clients are able to increase end-user productivity without sacrificing usability.
Stop wasting time and money on technology. Let’s get started
Facilities
technology by focusing on 3 key areas
Live Listening Platform
Verify the adherence of the agent’s speech to your business policies
Whisper “in private conversation” to provide tips to the agent without the customer hearing
Evaluate the agent’s training level and skills
Audio Recording & Playback
Record the calls in WAV or MP3 format and comply with the PCI –DSS standards (avoiding the recording of sensitive credit card -related information, optional encryption of recording, no special recording equipment is required)
Store the recordings and retrieve them using flexible search criteria such as agent group, agent, date, phone number, sales and campaign data
Replay video recordings to view the information entered by the agent in the customer’s information page or in other applications
Evaluation System
Create as many evaluation criteria as you wish
Create various possible answers for the open-ended questions
Group questions together and score every answer
Evaluate your agents on precise and modifiable criteria for the various campaigns