Playvox QM

Application

Developed by Playvox

Updated 10/07/2022

Version 1.0

Welcome to QM for the digital era.

Playvox QM provides a flexible, comprehensive digital-first Quality Management solution that lets you go beyond basic Quality Assurance (QA) to full Quality Management (QM.) Coaching and motivation tools are included standard, allowing you to engage and develop employees before issues occur, so that you don’t just identify problems, you fix them.

Key features

Quality

Deliver the highest quality by focusing on your agents. Create unlimited powerful scorecards in minutes with custom features and flexible options. Ensure smooth automation of your Quality workflows with our Workloads tool. Receive uniform scoring and consistent evaluations across all teams and analysts through our Calibration solution. Identify problems leveraging our reporting - filtered by team, scorecard, question, agent, analyst etc. Easily deliver feedback to agents via notifications and agent dashboards for full transparency and accountability

Coaching

Go beyond problem identification to problem prevention by delivering consistent, automated coaching, tied directly to quality results. Standardize coaching across all teams with formalized coaching processes and templates. Receive automated coaching recommendations based upon evaluated interactions. Utilize Coaching stats dashboards to get overview of what coaching has been assigned and completed. And, unlock equal coaching opportunities for all with text, images, and video coaching modules in individual or templatized form.

Motivation

Recognize and reward agents beyond Quality scores. Recognize agents with badges and leaderboards. Award points for various activities such as creating Community posts, signing evaluations or completing coaching sessions. Create a virtual water cooler with Communities. Enable agents to share best practices and meld together as a team regardless of their location.

Additional information

Regions

EMEA - Europe, APAC - Asia Pacific, Latin America, Middle East and Africa, North America

Industry

Financial Services & Insurance, Retail & Consumer Goods, Healthcare & Life Services, E-Commerce, Retail & Consumer Goods

Categories

Agent Productivity, Workforce Optimization, Workforce Management, Quality Management, Agent Coaching & Performance

Customer Segments

Commercial, Enterprise, Strategic