NEQQO- Features at a Glance
The modern customer service market is highly competitive, and businesses seek ways to differentiate themselves. From hiring highly skilled agents to providing them with high-quality training, organizations invest in their human resources to offer the best customer service and stay ahead of their competition. As organizations transition towards digital technology, they invest in new tools and technologies for handling their operations. This is where NEQQO comes in, a digital platform that provides comprehensive QA solutions.
In this blog post, we will take a closer look at the features of NEQQO and how they can help contact centers improve their operations and provide a better customer experience.
What is NEQQO?
As organizations frequently use digital tools and technology, NEQQO is one of the most powerful quality assurance/management tools. NEQQO is an effective platform that allows evaluators/leaders to keep tabs on an agent’s performance, record day-to-day operations, have proxy access, and much more.
Features of NEQQO
NEQQO is a versatile platform that offers a wide range of features designed to meet the needs of customer support businesses of all sizes. From its intuitive interface to its inbuilt support functionality, NEQQO provides a comprehensive solution for companies looking to streamline their operations and improve their bottom line.
Let’s learn more about the features of NEQQO:
One of the most striking features of NEQQO is its user-friendly interface. The platform is designed to be intuitive and easy to use, with a clean, modern look that makes it simple to navigate. Whether you’re a seasoned pro or just getting started with business software, NEQQO’s interface is sure to impress. This interface allows you to customize a massive pile of data following business requirements conveniently and lets you insert conditions to filter out the data.
NEQQO’s dashboard is another standout feature. It provides a complete overview of your business operations, including keeping track of KPIs, quality performance, and more. With customizable widgets and real-time data updates, you can monitor your business performance and make informed decisions based on the latest information. It also allows you to easily modify the dashboard based on KPIs to understand the organization’s and agent’s performance clearly.
Advanced Reporting Capabilities
NEQQO’s reporting capabilities are all-inclusive and customizable, allowing businesses to generate reports that meet their specific needs. The platform offers a range of KPI reports, including agent performance, coaching, and evaluations, which can be easily accessed and modified. Users of NEQQO can filter out the data based on the “call date” and “evaluation date.”
Another helpful feature of this platform is that the managers or users can schedule the delivery time and date of the required report, along with saving the report as “Favorites,” if needed. Such reporting capabilities make the work of managers and agents easy, as they can conveniently access the necessary reports and data.
NEQQO offers a complete quality management system allowing businesses to monitor, evaluate, and improve customer interactions. The platform provides real-time monitoring of calls, chats, and emails, allowing managers to identify issues and coach agents in real-time. This feature is crucial for ensuring that agents provide high-quality service and follow best practices.
NEQQO also offers an evaluation module that allows managers to score interactions based on specific criteria. This feature provides a more objective way of measuring performance and helps identify improvement areas.
By using NEQQO, organizations can monitor various metrics to track overall performance, identify areas for improvement, and create specific training programs to overcome such sites, ultimately allowing the organization to deliver quality services.
Agent Coaching Module
Another feature that NEQQO has is an agent coaching module for supervisors. It allows supervisors to provide feedback and training to agents, helping them improve their skills and provide better service. It also allows you to check pending or uncompleted coaching. Along with this, NEQQO also shows turnaround time (TAT) to let the supervisors know about timely coaching completions.
NEQQO is designed to integrate seamlessly with other contact center technologies, including workforce management, ticketing systems, and more. This integration allows businesses to streamline their operations and improve overall efficiency.
Even after having trained and skilled agents, there are situations when things go south and give rise to a dispute. However, to deliver exceptional quality services, disputes must be quickly resolved. NEQQO allows you to keep track of disputes to ensure they are resolved and are only pending for a short time. It also includes the authorization capability to display the issues raised by the supervisors. Moreover, the user can also add filters to look for a particular call record based on call id, agent id, line of business, and more.
Review and Audit the Auditor (ATA)
The next best feature is “review,” which allows the users to provide feedback on the review audit. The review feature does not impact the evaluation score provided by the evaluators. However, some situations give rise to errors in providing scores; therefore, NEQQO has an ATA feature to correct such mistakes. This feature allows the quality assurance team to update the evaluator’s mistakes. Moreover, ATA enables the team to perform random checks on the submitted evaluations. These features allow the business to track feedback, scores, errors in such scores, and score alteration if required.
Real-Time Alert Management
NEQQO also offers real-time alert management, allowing users to create alerts based on specified standards and get notified automatically whenever such an event (audit) happens. This feature is crucial for identifying issues as they arise and taking immediate action to address them.
Calibration plays a significant role in sustaining a successful business in most businesses. Calibration is a process to check whether the different segments of the business are aligned with the business objectives or the client’s requirements.
NEQQO has an inbuilt feature that allows the user to organize, schedule, and conduct different calibration sessions to check whether the teams are on the same page regarding the quality measures.
By conducting calibration sessions, evaluators/managers can identify areas for improvement, and based on the results, they can create training programs to develop agents’ skills.
Inbuilt Support/Ticketing Functionality
In support services, customers contact the agents to seek assistance and resolve their issues. Whenever a customer interacts with the agent, the system creates a ticket to record the interaction. Such tickets are displayed under the names of the agents the customer interacts with, and these agents are responsible for resolving the tickets.
NEQQO offers an in-built ticketing system that generates and tracks customer queries. Managers and agents can check ticket status based on their nature, i.e., whether the ticket is pending, completed, in progress, and all tickets. This feature lets the managers get a hold of the agents based on the ticket’s status, and if the ticket is pending and in progress, ask the agent to resolve such tickets.
Finally, NEQQO has proxy access, which allows the managers to access the dashboards of other managers. This feature is mainly used in scenarios where any team manager is unavailable, and another manager must check the overall performance of the other team. Overall performance includes completed evaluations, quality scores, agent performance, auto-fail, and more. The benefit of this feature is that, in the absence of any manager, other managers can resolve the pending issues, streamlining the organization’s operation.
In conclusion, NEQQO is an all-in-one business management platform that offers a variety of features to help you simplify your operations, increase efficiency, and improve your bottom line. It is a robust platform that allows the organization to provide a better customer experience. With its comprehensive quality management system, business insights, reporting capabilities, and integration capabilities,
NEQQO is a must-have tool for any contact center looking to differentiate itself from its competitors and provide exceptional customer service.
NEQQO now offers a quick demo to get an understanding of its features. Get in touch with one of our product specialists.