What are the key components of a contact center QPM system?

A contact center Quality Performance Management (QPM) system consists of several key components that are crucial for monitoring and improving the overall performance of a contact center. One of the primary components is call recording, which captures and stores customer interactions for evaluation and analysis. This helps in identifying customer issues, agent performance, and areas for improvement. Another important element is quality monitoring, which involves scoring and evaluating agent interactions based on predefined criteria. Quality monitoring allows supervisors to identify strengths, weaknesses, and training needs of agents. Additionally, speech analytics is an integral part of a QPM system as it uses advanced technology to analyze recorded interactions and identify trends, customer satisfaction levels, and insights to improve the customer experience. Feedback and coaching tools are also essential components, allowing supervisors to provide real-time feedback and coaching to agents to improve their performance. Finally, reporting and analytics enable contact center managers to track key performance indicators, assess performance trends, and make data-driven decisions to enhance operational efficiency.

This mind map was published on 5 October 2023 and has been viewed 104 times.