GoTo, the leader in cloud communications and IT, introduced AI Quality Management, a key workforce engagement management (WEM) offering for GoTo Connect Contact Center. AI Quality Management improves a company’s customer service by using generative AI to simplify agent coaching and training through automated AI-powered reporting and analysis.
An effective contact center is essential for building lasting customer loyalty. However, 77% of managers say they lack the bandwidth to thoroughly analyze agent performance and quality data. AI Quality Management for GoTo Connect Contact Center addresses this challenge by automatically and consistently evaluating all inbound queue calls within minutes, providing instant, actionable insights. Automating this analysis crucially frees up human time for coaching, training, and other complex tasks. With AI Quality Management, contact center managers can now pinpoint opportunities for improvement, take corrective action, and collaborate with their teams to enhance performance and drive customer satisfaction.
“Traditionally, contact center managers manually review small samples of calls to assess the quality of customer interactions – a time-consuming process that often lacks actionable insights to improve the customer experience,” says Damon Covey, General Manager, UCC at GoTo. “This approach also results in missed opportunities for agent coaching and performance improvement. With AI Quality Management for GoTo Connect Contact Center, businesses can leverage generative AI to transform a once tedious task into an efficient, automated process, empowering businesses to continuously improve the quality of every customer interaction.”
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AI-powered Quality Management addresses and automates the reporting process, boosting customer experience with higher customer satisfaction (CSAT) scores, and reducing supervisor workload with scoring automation. Key benefits include:
- Immediate, actionable results: Automates the review of 100% of queue calls instead of manually spot checking, backed by minimal setup and configuration.
- Gain time back: Eliminates the need for manual reviews, freeing up time to focus on coaching, training, and more complex tasks.
- Reveal opportunities for improvement: Identifies and quickly resolves quality issues, ensuring higher CSAT and consistent service delivery among agents.
- Elevate team with insights: Empowers supervisors with insights to highlight agents who excel at customer service and helps improve the performance of those needing coaching.
- Inspire agent growth: Fosters trust among agents with clear customer service standards and consistent AI that evaluates performance without bias using data-driven quality assurance.
“AI-powered Quality Management for GoTo Connect Contact Center helped us confidently identify specific areas for agent development,” says Austin Nolen, Chief Operating Officer, Web-Don Inc. “By introducing a targeted question of the month around agent performance for the AI solution to analyze, we saw a more than 50% improvement in that area, significantly boosting our customer service.”
SOURCE: Businesswire