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CONTACT CENTER AGENT PERFORMANCE SOLUTIONS
Simply better conversations
We provide simple contact center performance tools that are easy to implement, easy to use, reasonably priced, and very effective.
What happens when you deliberately design a great customer experience, monitor individual agent and center trends consistently, and close performance gaps in real time? You create greater agent engagement. Offer differentiated customer service. And deliver an experience that keeps customers coming back.
Why VereQuest?
Over the last 20+ years, we've helped improve call center customer service and sales performance for some pretty impressive brands!
CONTACT CENTER QUALITY ASSURANCE SOFTWARE
Easy to implement. Simple to use.
We've created a simple yet efficient alternative to spreadsheets and basic scorecards that captures insight across channels. Fully customizable to your environment. Unlimited number of evaluations. Lots of users. Flat rate pricing. Nice!
CONTACT CENTER CUSTOMER SERVICE + SALES E-LEARNING
Customization that makes sense.
Leverage our library of best-in-class soft skills e-learning and customize it to fit your environment. Your branding. Your examples. Your testing. Or choose our off-the-shelf training for even better pricing. Host it on your own learning management system (or ours). The power of custom e-learning at a fraction of the time and money.
OUTSOURCED CALL CENTER QUALITY ASSURANCE
Outsource the effort.
Outsource all or some of your internal contact center quality assurance to free up internal resources. Leverage the expertise of expert senior coaches to deliver unbiased, independent third-party feedback for coaching purposes. Take your NPS/CSAT results to the next level!
EXPERT CONTACT CENTER CONSULTING
Great customer experiences by design.
We've listened to and read literally millions of customer interactions. Leverage our expertise to craft a rubric / QA scorecard that best aligns with your brand and differentiates you in the marketplace. Tap into our knowledge of customer service/sales processes, call center technology, employee engagement, customer journey mapping, and more to deliver the best possible experiences.
More great resources.
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The Top 20 Best Practices for Call Center Quality Assurance has been compiled by VereQuest coaches over 20+ years and multiple clients/industries. Learn about how to structure your own internal Quality Assurance program.
Thinking about the benefits of outsourcing your day-to-day quality monitoring to a third party? Check out A Guide to Outsourcing Your Contact Center's Quality Monitoring. Whether you are hoping to free up internal resources, save some costs, or simply want an independent third party's perspective, this guide will provide with you with the insight you need to choose the right partner.
The Customer Journey Mapping Playbook will guide you through planning, facilitating, and documenting a customer journey mapping workshop. Learn about the key data elements and how to structure the final map. Lots of examples and tips.
Check out the VereQuest BLOG for the latest insight into customer service skills, call center training, quality monitoring best practices, and more!