Press release: MyQualityTeam disrupts contact centre software market

MyQualityTeam is launching an innovative new agent performance platform to UK and US contact centres this month, helping managers upskill agents and optimise performance. To celebrate the launch, a 30 day free trial is available for any managers who want to experience the new contact centre software and the difference it can make to their teams. Using a competency-based framework developed by founder and CX strategist, Vanessa Blake, the MyQualityTeam platform automatically identifies the root causes of poor and high performance. With the typical agent taking more than 60 calls a day, providing real-time feedback enables the agent to put the advice into practice straightaway and see immediate results. MyQualityTeam leverages AI voice/text analytics to measure performance and sentiment at the start and end of calls and identify areas of strength and development for the agent. In addition, through user-friendly dashboards, managers can analyse this information over time to build a more personalised and immersive experience for their customers. Speaking about the launch, founder Vanessa Blake commented, “I started my career as a telephone sales account manager working in a small team of 6 agents and know first-hand how challenging it can be. Many employers at senior leadership level fail to really understand the value that a great performing customer team provides which, in turn, has exacerbated the issue with attracting and retaining experienced agents. We all like to feel valued and recognised as doing a good job. MyQualityTeam engages agents in their own development, clearly showing how they are improving and where their strengths are. Coupled with a targeted reward and recognition programme, investing in developing contact centre teams can help to stem agent churn at its root cause, enabling businesses and their customers to reap the benefits of an experienced team who are engaged and motivated to deliver great service.” A City Council involved in piloting the contact centre software, spoke about their experience, “Since using the MyQualityTeam platform we’ve seen a step change in our ability to track where improvements are needed at advisor, team and whole contact centre level. I can now quickly see where our strengths are, where we need to develop and which problem areas are most significant. I can track improvements across different periods and drill down to the detail to see what’s working.”