The #1 Quality Assurance software to the Contact Center industry
We have developed a software platform to help Contact Center Managers and Quality Managers within large contact centers to implement best practice co-listening processes within 90 days or less without additional manual work.
Our services are 100% delivered through the cloud which means faster deployment at lower costs without involving the IT-department.
Agent Lifecycle gives you a full overview
Heyware has developed the Agent Lifecycle© dashboard, which contains all data from an employee`s recruitment to their ongoing performance metrics. It gives a full overview and you can follow employees in cohorts to see how well the improvement initiatives are working.
Transaction monitoring and calibration supports best practices methodologies
Heyware has developed the transaction monitoring and calibration software Userinsights©. Existing QA software handle expensive errors on agent level however most occur on a process level.
Did you know that studies show that almost 75% of all errors that are made in the contact center is non-agent related? They are instead derived from the company policies and procedures, systems or from the customers themselves. The software supports best practices methodologies and provides easy management overview at execution level.
Industry leading adaptive learning system
Heyware has initiated a global collaboration with the industry leader of adaptive learning systems, Area9. The learning system is integrated with our transaction monitoring system and when an agent fails a monitoring session, the team leader can select which recharge courses the agent will go through until next session. Because it`s adaptive the time spent on acquiring new knowledge or recharge existing knowledge can be reduced with up to 50%.
Want to know more?
To find out how you can benefit from Heyware`s comprehensive quality solutions please call +45 6045 4000 or signup for a free live demo on heyware.com.
Or come say hello at booth no. 2254 - we would love to meet you!