Quality Management

Improve agent performance and elevate your customer experience with holistic evaluations and actionable feedback

Every interaction is an opportunity to elevate CX

With Topaz Quality Management solution it’s never been easier to evaluate agent interactions, identify key areas of improvement, and provide agents with the actionable feedback they need to deliver exceptional customer experience.

Quality Management Features

Seamless training

A single, unified platform for WEM makes it easy to assign agents content to review and schedule time for training.

Voice and screen recording

Play agent’s screen and audio recordings simultaneously for a complete picture of every customer interaction.

Metrics and Gamification

Easily track agent or team performance, and incorporate gamification to increase engagement and reward improvement.

QM assist

Accelerate and scale your QM processes by effortlessly extracting insights from your interaction transcripts, identifying customer sentiment, and leveraging automated scoring.

Find out how Topaz can help you.

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