Monitor-Coach-Améliorer

d'aide a les agents à effectuer la capacité maximale.

Présentation de la Gestion

Des outils pour surveiller vos opérations et former vos 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.

Caractéristiques

Responsabiliser les gestionnaires des résultats opérationnels une action en temps réel

  • bank-notes-2448_bd66c927-7837-4dbf-bc25-d49656dfe619

    Interact with Agents

    Manage your contact center and interact with agents from anywhere there is Internet

  • bank-cards-2445_a1e87fce-3f73-4202-9204-4ad23d9ce522

    Real-time feedback

    More effective supervisors that have the tools to deliver real-time feedback to agents

  • coins-2452_3800c0d7-bb74-4470-909a-e107b62b50e6

    Productivity

    Actively manage and measure the quality and the productivity of daily operations

  • pos-terminal-2470_861790a4-85dc-4da4-b645-64e5b80247d5

    Customer Service

    Increase contact quality and deliver better customer service

  • deposit-box-2465_8d0edd4a-0865-4431-b57f-e857a350022b

    Live coaching

    Real-time dashboards & Live coaching.

  • invoice-2474_16cf5270-ffa8-4c6e-b664-5b73fe167d57

    100% web-based

    100% web-based company

Caractéristiques

Nos clients sont en mesure d'augmenter la productivité de l'utilisateur final sans sacrifier la facilité d'utilisation.

  • Business Agility

    Comes standard with deployments (no additional licensing required)

  • Security and compliance

    Coaching agents in real-time shortens training duration

  • Office mobility

    Identify areas to improve for higher quality of service

  • Application development

    Refine business processes and quickly identify necessary adjustments for better performance

Arrêtez de perdre du temps et de l’argent sur la technologie. Commençons

Installations

la technologie en se concentrant sur 3 domaines clés

  • refresh-database-1856_a6704a77-603a-45b0-925d-41498e0fb1aa

    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

  • radar-signal-727_b1dcc914-3ee5-449c-941e-d4684ee50ba3

    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

  • handshake-2819_4c48473b-74a8-4575-890d-e1824695a74c

    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