What is AQM – Analytics-enabled Quality Management

Evolving technology is reshaping how organizations manage the quality of their contact centers, and one of the most powerful ways to do this is with AQM. Just what is AQM — Analytics-enabled Quality Management — and how can it benefit you?

Let us explain.

AQM enhances and elevates contact center quality management to a higher level of comprehension than ever was attainable before.

As its name suggests, this innovative approach integrates advanced analytics tools and techniques into the quality management process. It goes beyond traditional quality assurance methods, which often rely on manual evaluations and sample-based assessments.

Instead, AQM utilizes data analytics, artificial intelligence (AI), and machine learning to provide a more in-depth and accurate analysis of customer interactions. It can monitor and evaluate ALL of the calls and digital interactions happening within your contact center – 100% of them.

This allows you to enhance the customer experience you provide while at the same time improving the experience for your agents as well.

AQM plays a pivotal role in elevating the customer experience within contact centers. Here’s how:

• Emotional Intelligence Analysis: AQM can utilize algorithms to monitor the emotional tone of customer interactions in real time. For instance, during a phone call, the system can detect if a customer is becoming frustrated or satisfied. If negative sentiment is detected, the system can trigger alerts to supervisors, allowing them to intervene promptly and address the issue, thus improving the overall customer experience.
• Customized Training: AQM can identify specific areas where customer interactions fall short of expectations. This data-driven approach helps in tailoring training programs for contact center agents. For example, if agents consistently struggle with handling a particular type of query, AQM can pinpoint this and provide targeted training to improve their skills.
• Performance Metrics: AQM tracks and analyzes key performance metrics, including but not limited to average handling time, first-call resolution rates, and customer satisfaction scores. By continually monitoring these metrics, you can identify areas that need improvement and implement changes to enhance the customer experience.

AQM not only benefits your customers and the experience they receive, it also empowers your contact center agents and improves employee retention. Here’s how AQM contributes to a positive employee experience:

• Fair Evaluation: Traditional quality management processes can sometimes be subjective and allow for the perception of bias. AQM ensures fair and objective evaluations by relying on data-driven insights. This can reduce employee stress and dissatisfaction caused by perceived unfair assessments.
• Coaching and Feedback: With AQM, supervisors can provide more constructive and data-backed feedback to agents. This helps employees understand their strengths and weaknesses, allowing them to focus on areas that need improvement and ultimately boosting their confidence and job satisfaction.
• Resource Allocation: AQM can help call/contact centers allocate resources more effectively. By identifying peak call times and agent availability, centers can optimize workloads, preventing employee burnout and ensuring a better work-life balance.

AQM bridges the gap between data analytics, quality management, and coaching. It integrates the three into a powerful, comprehensive solution that results in improved CX and EX for your organization.

In a time where both customer loyalty and employee retention are priorities, AQM is a critical tool for your contact center and overall business success.

We invite you to contact us to learn more about implementing an AQM program customized to your organization’s unique goals and needs.

To get in touch, use this form to book a call or you can reach us directly at 1-866-798-0488. If you prefer email, you can contact us at info@arcqs.com.

In the meantime, you might also find these resources helpful:
What is Call Center Human Verified AI Quality Assurance?
How Quality Monitoring Transforms Your Enterprise