Give your trainer and agent the turbo and increase your customer satisfaction!
Features Performance Quality Management
Perfect customer service with jtel’s performance quality management in the contact center
AI speech analytics to improve business processes
The performance and quality management platform is an innovative AI-based solution for optimising the quality of customer communication in the contact centre. All calls are transcribed in text form, analysed and made available for immediate review. The Ender Turing© performance and quality management platform is an innovative AI-based solution for optimising the quality of customer communication in the contact centre.
Gain important insights from the analysed conversation content
Important insights can be discovered through the analysed conversation content and form the basis for future strategic decisions. As a rule, companies can analyse approx. 2-10% of their customer communication manually. With the Ender Turing platform, you can analyse and evaluate not only your customer communication, but your entire company communication 100%. The AI-based platform uncovers all the information contained in calls, chats and emails and enables an automated process to improve the quality of customer service – this is impossible to do manually on such a large scale. Take a critical look at your communication!
- AI speech analysis for calls, chats and emails
- Quality Management
- Agent training and modern coaching
Give your trainer and agent the turbo and increase your customer satisfaction!
jtel Multichannel Contact Center Software
Advantages of performance and quality management
Higher Customer Satisfaction
- Through continuous improvement of processes
- Higher quality customer conversations
- Efficient and friendly customer conversations
- Through more consistent, professional and error-free interaction
Higher Employee Satisfaction
- Fair language analysis of all conversations (no cherry-picking)
- Personalized ongoing coaching and self-coaching
- Real-time feedback on customer conversations
- Individual dashboard to track your own performance
- Gamification to increase the performance and motivation of your agents
Optimisation of Service Processes
- Language analysis of customer communication
- Real-time view of contact center performance metrics e.g. KPIs
- Immediate overview of customer satisfaction and the causes of communication problems
- Communication from all company departments can be analyzed
- Automate daily quality assurance routines
- Sentiment analysis of the conversations
- Proactive problem resolution – Identify and resolve customer issues before they escalate
saving
- Faster and better agent onboarding
- More efficient conversations as the quality of agents increases
- Coaching using live examples
- Agents can monitor your own performance and proactively ask for help
- Less time required for phone calls and agent training
jtel Multichannel Contact Center Software
Features Performance Quality Management
Calls are text transcribed, analyzed and made available for immediate review
Complete overview of service quality in real time
Automated feedback, notifications and alerts
Analyzed conversation content is the basis for future strategic decisions
Automated process for checking calls, chats, and emails
AI-driven coaching tools provide real-time feedback
Automation of quality assurance routines
Monitor key metrics such as call volume, response times, agent productivity and customer satisfaction
Assign live examples to agents to specifically train dedicated knowledge or skill gaps
Real-time behavior analysis
Identify customer problems and establish proactive problem solutions
Real-time performance insights, personalized training and instant feedback for agents
Custom agent dashboards
Personalized training
Feedback between agents and supervisors promotes a collaborative and supportive work environment
Identifying skills gaps among agents
Immediate error detection
Agents recognize improvements
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