Call Center Management Featured Article
Scorebuddy Combines LMS and Quality Management in a Single Platform
In the contact center, quality is talked about a lot. It’s far less often that it actually gets measured and scored. This activity is critical, however, if companies want to make meaningful changes to their customer experience. To do so, they need to use a quality management solution that measures customer satisfaction and Net Promoter Scores (NPS).
Scorebuddy, a contact center quality assurance solution provider based in Dublin, Ireland, recently announced that it has released a new version of its dedicated contact center quality management solution, along with a fully integrated learning management system (LMS) and a customer sentiment survey tool, to create a comprehensive suite of solutions for contact centers to measure and monitor the quality of the customer experience they’re providing.
Learning management systems automate the training process on everything from compliance to customer engagement, agent soft skills, and performance. Quality management continually monitors the customer experience to ensure that all standards of agent performance are being met.
Scorebuddy has combined the two concepts into a single solution. The company has brought together its contact center quality management solution, with its integrated customer sentiment survey tool that gathers customer satisfaction (CSAT) and Net Promoter Scores (NPS) post customer interaction, together its new learning and development solution Scorebuddy LMS, into a single platform. According to the company, Scorebuddy's LMS is the first QA platform to offer a fully featured learning management system along with Scorebuddy Academy, a library of curated content, including training materials.
Scorebuddy's LMS was designed to be easy to use, and help contact center managers and quality assurance specialists efficiently deliver, effectively manage, and accurately measure the results of contact center training.
"We are very excited to announce this first of its kind contact center focused LMS. Initial feedback from our user community has been very positive and underlines the value of tying L&D to Quality," said Derek Corcoran, CEO and Founder of Scorebuddy, in a statement.
Edited by Maurice Nagle