QPO™ Customer Experience Tool
Many quality-monitoring programs are limited by the technology of their monitoring tools. That’s why our state-of-the-art Customer Experience Tool (CET) software is uniquely integrated with our methodology to transform your contact center quality process by providing you with accurate, strategic business insights. Developed from our years of experience, CET is a revolutionary tool that provides an unmatched range of capabilities. The QPO™ Customer Experience Tool is your web-based resource for:
- Real-time Reporting. Users have real-time, web-based access to all quality data and reporting.
- Multi-dimensional Trend Reporting. The tool allows you to track customer, business, and compliance trends, versus just one overall score, providing more accurate views of performance.
- Pareto Defect Reports. It’s easy to generate accurate reports and charts of common errors and their root causes.
- Flexibility. Flexible and dynamic form structures allow you to quickly implement and modify your quality forms to address the changing needs of your business.
- Multiple Levels of Attributes. The tool is designed to capture multiple layers of attributes, meaning you are able to capture more detailed causal factors of specific errors.
- Customizable Data Requirements. You define the data and reporting parameters you need to make decisions impacting your customers and your business. You can also “slice and dice” information however you like, to get the data without limitations.
- Business Intelligence Data. You are able to capture valuable business intelligence data, such as the effectiveness of a marketing campaign, or the impact of a process change.