Targeted QA means every interaction evaluated has potential to drive immediate improvement.
Quality Assurance’s goal is to evaluate those customer interactions which lead to the highest degree of agent learning and metrics improvement. But without customer feedback for every interaction, QA spends too much time searching and often settling on evaluations lacking these important attributes. Zacoustic’s globally patented process of aligning agent predictions with actual customer survey responses generates customer feedback for every interaction.
Then, the Zacoustic QA Automator delivers the highest value interactions for QA evaluation – those with lower satisfaction and resolution, higher AHT, or even lack of sales conversion. Agents receive immediate coaching on their most pressing learning opportunities, resulting in improved metrics and happier customers.