Quality Monitoring and Management Software for Contact Centres

What is quality management?

As organisations increasingly compete based on customer experience (CX), contact centre performance has become a critical business focus. Whilst the right workforce management (WFM) solutions can help you allocate your resources so you’re prepared to meet demand, this only covers a fraction of contact centre performance.

Quality management solutions give your business the tools you need to continuously measure and monitor agent performance, assess the depth and quality of customer interactions, and drive continuous improvements.

Quality management software to improve your CX

Improve the customer experience, maximise agent performance and reduce evaluator effort with our quality management software. Track and manage the quality of interactions, analyse customer experiences and identify where improvements could be made with a straightforward evaluation and review solution.

Key features:

Automated delivery of interactions

Simplified dashboards

Modernised custom form manager with searchable question bank and drag-and-drop design

Screen and call recording

Agent self-evaluations

Automated feedback

Dispute arbitration workflows

What Our Contact Centre Customers Are Saying...

Leading Energy Provider Takes Customer Service to the Next Level with Omnichannel Customer Experience

See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.

Energy Disruptor Launches Omnichannel Service in a Digital-First Environment

Social Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

UK Tourist Attraction Optimises The Help Centre and Transforms Customer Interactions

Longleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.

E-commerce business uses ai-powered automation to resolve 2,000 tickets per week

musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.

BPO uses cloud contact centre software to double capacity during the pandemic

Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Brandon Hire Station boost sales and CSAT with Route 101 and partners.

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

Beauty Pie work with Route 101 and Digital Genius to automate

See More Customer Stories

Quality Management

Quality monitoring and management software to align customer expectations with agent performance

What is quality management?

Quality management software to improve your CX

A complete quality management solution will be integrated with all components of a workforce engagement suite, including:

Quality management software for a better agent and customer experience

Improve the customer experience

Ensure processes work

Improve the agent experience

Manage everything in one place