Tools to Manage and Improve Accuracy
Noble QA combines recording and reporting tools with recordings, screen and data captures, and scoring features to help you manage your quality assurance activities for verification, training and quality control.
- Review all interactions — audio, screens and data capture — for accuracy and agent performance.
- Configure your system to automatically or manually record all calls or portions of calls by application.
- Use reporting and analytics to determine best practices and identify areas for additional training.
Put Our Solutions to Work For You
Improve the quality of your contact center programs with Noble® QA features.
Improve Workflows with Noble Screen Capture
Noble Screen Capture improves workflows by giving agents and managers a replay of actions, allowing them to see exactly how agents are using screens and call tools, including full keystrokes and mouse movements. Users can then identify and eradicate weaknesses in the desktop configuration and script design, so workflows improve.
Customize Your Solution and Score Agent Activities
Once you know the type and frequency of reporting you prefer, Noble can be customized to fit your QA needs. And to make things even easier, managers can create custom QA scorecards to consistently grade performance. Custom scorecards guide managers through important rating criteria and results are calculated and recorded in the database.
Improve Agent Training and Compliance
Routine performance monitoring is invaluable in identifying additional training opportunities. That’s why Noble provides performance reports that can be sent automatically to managers on an ongoing basis, as well as compliance and training tools that help ensure that agents consistently adhere to scripts and best practices.
Enjoy Voice Recordings and Effortless Reporting
With Noble you can enable the automatically record agent recording of digital voice and screens, captures or allow agents to selectively record a portion of the call. Quality Assurance agents can then review the audio and videodata, as well as listen to the call recording in order to verify, monitor and score the agent's performance.
The QA pieces with recordings and scorecards are significant, and have really helped us step up our game. Call scripting has helped keep everything consistent.
ARA Diagnostic ImagingThe monitoring options for live QA and the ability to view the agent’s screen with the audio are very useful. Supervisors can see exactly which screens the agent is accessing, which helps improve workflow and identifies training needs more effectively.
Superior Court of Ventura CountyRelated Resources
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