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A new approach to agent quality metrics, performance and assistance

Contexta360 provides contact centre leadership with powerful, intuitive tools and dashboards, enabling them to gain real insight and spot performance improvement opportunities.

Contexta360 Agent QM and performance management solution

Contexta360 - 7steps to automated quality management
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Contexta360 delivers next level quality and performance

Agents and leaders face many pressures including demanding workloads, leadership focus on CX, C-SAT, increasing revenue with lower costs, onboarding new hires, rapid policy changes, new product introductions and agent quality metrics and performance.

Contexta360 can reduce the strain by documenting and sharing best practice, having a unified approach to tracking common metrics, collaborating and sharing exceptional execution and highlighting examples of superb customer service. Automated summaries of conversations and automated topic, question and action collection, are other effective time savers for Contexta360 agents and leaders.

Contexta360 helps agents and leaders to:

  • determine potential training issues
  • ensure upselling and cross-selling and sales execution
  • maintain brand and regulatory compliance
  • safeguard customer satisfaction.

Contexta360 will automate by agent, by group or by all groups.  No back-office data science is required as everything is pre-integrated.

Solution benefits

All channels

Whether your customer conversations, are spoken, written or via social channels, Contexta360 captures and analyses those conversations to deliver actionable insights, metrics and KPIs.

Use-case dashboards

Whether you are agent coaching or making business transformation decisions, configurable and intuitive roles-based dashboards enable your users to see exactly what information they want to see, while ensuring non-relevant information stays private.

Organised structure

Contexta360 allows you to toggle between business use cases and metrics, by group or agent performance metrics and KPIs. It lets you choose how you manage and act on your conversational intelligence.

Thresholds

Highly configurable thresholds enable you to configure and alert on key metrics, to see trends and to reconfigure based on performance.

Prebuilt metrics out of the box

With rapid time-to-value and quick-start with pre-templated use cases and metrics, you will get ROI in days, not months.

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How Contexta360 Contact Centre Quality Management enhances Efficiency, and Productivity

Effective contact centre operations are vital for controlling expenses and boosting overall performance.

Quality monitoring allows organisations to:

  • Assess how efficiently agents manage customer interactions
  • Spot bottlenecks and improve processes
  • Monitor key metrics like Average Handle Time (AHT), First Call Resolution (FCR), and interactions handled each hour

By enhancing efficiency and productivity, contact centres can greatly lower operational costs while ensuring excellent service quality.

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How Contexta360 Contact Centre Quality Management enhances Business Metrics for Continuous Improvement

For sustained success, contact centres need to regularly evaluate and respond to essential business metrics.

Effective quality monitoring should:

  • Combine data from multiple sources to offer a comprehensive view of performance
  • Detect trends and patterns affecting customer satisfaction and operational efficiency
  • Inform decisions regarding process enhancements and resource distribution

Through consistent agent coaching, process optimisation, and data-driven decision-making, contact centres can continually adapt to meet evolving customer expectations and industry requirements.

 

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How Contexta360 Contact Centre Quality Management enhances Communication and Soft Skills

Strong communication and interpersonal skills are crucial for fostering positive customer interactions.

Quality monitoring assists in:

  • Evaluating agents’ clarity in communication and ability to build rapport
  • Pinpointing areas for growth in empathy, professionalism, and attentive listening
  • Offering targeted coaching to strengthen these vital skills

By Blending automation and the human element, Contexta360 focuses on developing communication and soft skills results in higher customer satisfaction and more robust customer relationships.

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How Contexta360 Contact Centre Quality Management enhances Customer Satisfaction

At the core of every thriving contact centre is a dedication to customer satisfaction.

By establishing thorough Quality Management procedures, organisations are able to:

  • Evaluate agent performance in fulfilling customer needs and expectations
  • Pinpoint areas needing improvement in client interactions
  • Monitor essential indicators such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)

Boosting customer satisfaction not only fosters greater loyalty but also enhances business metrics and contributes to overall organisational success.

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How Contexta360 Contact Centre Quality Management enhances Compliance and Accuracy

Blending real-time automation with human intervention, Contexta360 helps businesses maintain compliance with protocols, processes and brand and legal standards. 

Quality monitoring plays a significant role:

  • Ensuring staff follow established guidelines
  • Reducing mistakes and inaccuracies during customer calls
  • Tracking important metrics such as compliance ratings and error frequencies

By prioritising compliance and accuracy, contact centres can lower risks, avoid expensive fines, and establish trust with clients.