TouchPoint One
Quality Management


Take your QM operation to the Next Level with TouchPoint One’s Comprehensive Quality Management Solutions Integrated with the Customer Contact Industry’s Leading Coaching, Workforce Engagement, and Performance Management Platform!

Transform your QM workflows into fluid digital systems to improve customer service on the robust Cloud platform designed to scale and adjust with you.

  • Streamline Quality Management to maximize efficiency and productivity
  • Motivate and manage agents to deliver exceptional Customer Experiences
  • Improve performance across every key metric and elevate Employee Experience
  • Utilize data and analysis to identify and address critical issues in real-time


Top customer contact organizations trust TouchPoint One

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Features and capabilities created to engage and empower your team

TouchPoint One Quality Assurance Solutions are designed for complete omni-channel support. Manage voice, chat, support tickets and text-based customer interactions to improve, automate, and streamline QA processes, enhance agent performance, and boost CX.



Powerful Scorecards and Engaging Dashboards
  • Engaging dashboards present statistical information and filter-based drill-down at any organizational level.
  • Flexible scorecards provide powerful analytic modeling that is easily adapted to evolving needs.
  • Data visualization transforms data into easily understood, visually compelling—and useful—business information.
Automated QM Processing
  • Agent, supervisor, and evaluator acknowledgement
  • Supervisor coaching with date and time stamp
  • Rebuttal/Dispute with ability to work across multiple roles
  • Scheduled QA form release
  • Automated Scorecard Routing
360⁰ Coaching
  • Seamless integration with Sidekick Agent Coaching system enables support across quality and every KPI.
  • Auto-generate Journal Entries when supervisor coaching is completed in the workflow
  • URL access to recorded calls, resources, and knowledgebase articles
  • Dispute/Rebuttal feature provide a closed-loop evaluation process between agents and QA analysts.
  • Agents can request an evaluation review to clarify results and ensure their voice is heard.
Reporting
  • View real-time KPIs by agent, department, evaluator, campaign/client, location, group, or team.
  • Full Suite of Standard Quality/Compliance Reports
    • Outstanding acknowledgements reports
    • Observation Summary report
    • Evaluator Summary report
    • Custom Reports
  • Display Scorecards directly from Reports.
    • Pending Review Reports
    • Scorecard & Audit Log
    • Scorecard & Audit Status Snapshot Report
    • Detailed Scorecard Tracker Reports
    • Pass/Fail Summary Reports
Alerts and Notifications
  • Alert/Defect notification routing to management and senior leadership
  • Task, past due, target score, follow-up notifications
  • Evaluator activity and scoring targets
Systems Integration
  • TouchPoint One makes it easy to connect to your customer contact systems for a complete view of quality and other aspects of performance. 
  • Provides seamless integration to the most popular CRM and customer support systems
  • Use our API to connect to in-house or other systems.

Schedule a Demo


Speak with a TouchPoint One Quality expert today to assess existing call center QM practices, discuss your business goals, and formulate the right strategy for your quality and compliance program. With the right system in place your customer contact organization will be empowered to deliver unrivaled support to customers, the workforce, and business stakeholders alike.