RevealCX
A Software as a Service (SaaS) quality monitoring solution that aligns quality results with the customer experience. This solution delivers real-time actionable data to all levels of management, allowing you to immediately uncover root causes of issues impacting performance.
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Requirements Met
COPC Inc. has found RevealCX to be an effective Quality Management, Staff Monitoring, and Coaching tool. It supports compliance with the following best practices found in the COPC CX Standard, Release 7.0:
2.7.1.a.i – Measurement of the quality of both proactive and reactive chat sessions
2.7.1.c – Measurement of the quality of decisions made by customer-facing digital systems
2.7.1.d – Indication of which evaluations were conducted in a manner that can influence customer support specialist (CSS) behavior
2.7.1.e – Measurement and analysis of Customer Critical Error Accuracy, Business Critical Error Accuracy, and Compliance Critical Error Accuracy as distinct components
2.7.1.f – Measurement of Defect Rate for human and digital assisted transactions
2.7.1.g – Evaluation of the compliance to laws related to outbound telemarketing programs
2.7.1.h – Measurement of the quality of Face-to-Face customer support
2.7.2.a – Aggregation of monitoring results to identify frequent causes of error
2.7.2.b – Investigation of root causes behind frequent errors
2.7.3.b – Training and verification of minimum skills required by quality evaluators
2.7.3.c – Calibration of all quality evaluators using a quantitative approach that measures alignment at the attribute level in comparison to a reference or gauge
3.5.1.a – Recurrent monitoring of CSS performance for each transaction type handled
3.5.1.a.ii – Measurement of CSS overall case quality as well as quality of transactions within a case
3.5.1.a.iii – Measurement of CSS quality for Face-to-Face service transactions
3.5.1.a.iv – Measurement of CSS quality for customer-facing and back-office transactions
3.5.1.b – Measurement of CSS quality for evaluations conducted side-by-side, live remote, or on recorded transactions
3.5.1.d – Investigation of specific performance issues of a CSS, in addition to the systematic ongoing measurement of CSS quality
3.5.1.e – Setting of clear performance (e.g., pass/fail) thresholds for CSSs, based on the Customer, Business, and Compliance Critical Error Accuracy scores
3.5.2.a – Communication to a CSS of findings from all evaluated transactions
3.5.2.b – Coaching of CSSs on at least a sample of the evaluations they passed
3.5.2.c.i – Coaching of CSSs on all evaluated transactions that do not meet target
3.5.2.c.ii – More frequent evaluations of CSSs who fail a transaction monitoring
3.5.2.d – Identification of CSSs who repeatedly fail transaction monitoring