Did you know that Quality Management (QM) can help your organization gain a deeper understanding of the customer experience? By using interaction data, QM can help you evaluate agent performances and ensures that interactions align with set standards of service excellence. It can also help improve team performance and pinpoint areas for development.

With QM, you can set up automated policies to record, store and identify which interactions to focus on for evaluations. You can also identify key insights, execute quality evaluations, and schedule coaching sessions from a user-friendly interface.

Beyond offers a range of courses on QM listed below. These live in our Quality Assurance and Compliance Learning Path, which is located on the Beyond website.

Free Course:

Genesys Cloud: Quality Management Basics

Subscription Required:

Genesys Cloud: Quality Management – Configuration

Genesys Cloud: Quality Management (Instructor-Led Training or Self-study)

Genesys Cloud – QM Web Survey

Genesys Cloud: Quality Management – Evaluating Interactions

Genesys Cloud: WEM – Quality Management – Reviewing My Evaluations

If you're interested in learning more about Quality Management, please reply to this post and an expert will point you in the right direction. If you are interested in getting started with a Beyond subscription, Click here!

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Melissa Talamonti-Clark
Genesys - Employees
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