Solution includes Intelligent Scoring of every interaction, agent self-coaching, and integrated workflows for a modernized and humanistic approach to QM
RESTON, VA—(BUSINESS WIRE, April 28, 2021)—Clarabridge, a global leader in Customer Experience Management (CEM) for the world’s top brands, announced today its integrated quality management solution that is changing the game for contact centers.
The rapid shift to remote work and new online service models over the past year has fundamentally changed the way customers interact with companies. Contact centers and consumers have had to adapt and evolve quickly. At the heart of this transformation are quality management and service teams, pressured to deliver a consistently high quality of service across all channels.
But this is not easy to do. IDG research reports that only 15 percent of CIOs say their companies do “very well” in maintaining a consistent user experience across all communication channels. That is because most quality management (QM) processes in contact centers still rely on expensive call sampling, manual inputs, and do not score the variables that really matter in a consistent, transparent, and unbiased way. Coaching is often subjective and sporadic, leaving agents feeling disenfranchised. Contact centers needed a better solution to cope with the rapid acceleration of digital transformation.
To meet the increasing expectations of customers, develop and retain agents, and improve QM operational efficiency, Clarabridge has launched its AI-augmented Quality Management Solution. The Clarabridge QM solution is people-focused and outcome oriented, with agent evaluation based on known drivers of desired business results derived through Clarabridge’s Natural Language Understanding (NLU). Underpinning the success of these outcomes is Clarabridge’s patent-pending Intelligent Scoring feature, which incorporates AI-derived drivers into scoring criteria and automates the scoring process across all feedback channels.
As interactions are scored, integrated workflows escalate, alert, and notify relevant teams to violations or risky interactions while also capturing and reporting on remediation efforts. Coaching moments are automatically curated in customized team-based Inbox views for agents and managers to review and comment on score results. Agents can view their scores, filter and browse calls and interactions that are augmented with evaluation metrics, and flag evaluations they refute.
Joe Borkowicz, Chief Experience Officer at S3 Credit Union Services, shared that “Agents enjoy seeing the dashboards and visuals of their overall behaviors instead of just the few random calls that the QA team previously scored manually every month, and being able to see the breakdown of the types of calls each agent handles and their scores for the different topics is great and offers focused coaching opportunities.”
An AI-augmented quality management solution that is specifically designed for the contact center and seamlessly integrated with the industry’s leading speech and text analytics platform helps save agents and managers time so they can focus on higher value interactions. Eight Fortune 100 companies are already using Clarabridge’s QM Solution to explore insights, uncover potential call deflection and self-service opportunities, automate quality assurance (QA/QM), enable efficient agent coaching processes, measure drivers of customer satisfaction, and improve customer experience across all channels leading to higher loyalty, frictionless customer journeys, and reduced churn more easily and accurately. As a result, they are increasing QM efficiency by 30% on average.
“We wanted to roll it out as fast as we could due to its impact on helping us train seasonal hires. For us, this process was a great solution to our gaps in quality scoring like scalability, training opportunities, and departmental engagement” said Susan Campbell, Director of Customer Experience at Vera Bradley.
At the same time, quality management and service teams can use this modernized solution to get the answers they need faster to improve sales effectiveness and conversion and identify and flag compliance risks to prevent expensive fines at scale.
“Clarabridge’s AI-Augmented Quality Management solution transforms contact centers by modernizing antiquated manual processes and putting employees and customers first,” explains Mark Bishof, Clarabridge Chief Executive Officer. “By ensuring that prescribed behaviors are oriented to desired outcomes, that coaching is conducted empathetically and that organizations are constantly improving through data driven insights, contact center leaders can transform a cost center into a value center,” said Bishof.
Clarabridge, an award-winning Customer Experience Management (CEM) solution, helps the world’s leading brands take a data-driven, customer-focused approach to everything they do. Using AI-powered text and speech analytics, the Clarabridge experience management platform enables brands to extract actionable insights from every customer interaction to grow sales, ensure compliance, and increase operational efficiencies. For more information, please visit www.clarabridge.com.