Sure, you might be monitoring your contact center and harvesting the data generated by your customers, but have you integrated it and turned it into actionable data? With ZViQ, we can provide your business with the tools and insights to truly understand what your customers are telling you.
ZViQ is our proprietary and customized web platform that is based on Intelligent Quality – our methodology to ensure that each data point captured is of value to your individual program and corporate KPIs.
ZViQ’s intuitive design allows for real-time reporting through all levels of the enterprise – from vendor and site data, down to supervisor and agent performance. Each ZViQ deployment is unique, because all our clients are unique. We review the current state of your organization and desired goals, and then engineer a process and technology plan to move your business operations forward.
In addition to building and maintaining your ZViQ data and reporting platform, our IT Group also provides Speech Analytics Query Development & Analysis, and Data Analysis.
Our Targeted Evaluation and Feedback program for weak agents results in 40% fewer Call Defects and a 40-point improvement in NPS.