Introducing Klaus QA Integration for Assembled Users

Quality management with (QA) Quality assurance, (QC)Quality control and improvement concept illustration with quality icons and checkmark

Assembled are excited to announce their partnership with Klaus, an industry-leading quality assurance (QA) platform for customer support teams.

This integration is a match made in customer service heaven, combining the power of Klaus’s QA capabilities with Assembled’s workforce management (WFM) tool in a joint solution that will elevate the  customer service game to new heights.

Quality Assurance, Meet Workforce Management

At Assembled, we’re passionate about empowering managers to optimize their workforce and ensure that their agents have the support they need to deliver exceptional service. But we also know that QA is a critical piece of the puzzle.

That’s where Klaus comes in. By measuring the quality of customer interactions, identifying areas for improvement, and providing data-driven insights, Klaus keeps support teams ahead of the curve and exceeding customers’ expectations.

So, what’s the big deal about integrating QA scores into a WFM tool? Let’s break it down. With Klaus, managers can easily review and score customer interactions, giving agents the feedback they need to improve their skills and deliver better service.

These scores can then be used to inform scheduling decisions, ensuring that agents with the right skills are assigned to the right tasks at the right time. And with Assembled’s WFM tool, real-time insights and forecasts allow leaders to make informed decisions about their team’s staffing needs and scheduling.

Teaming up with Assembled is an exciting opportunity for Klaus to provide businesses with a comprehensive solution that optimizes their workforce and elevates their customer experience.

Assembled and Klaus empower organizations to deliver exceptional service and drive growth. We are excited to collaborate with Assembled and assist businesses in achieving success in today’s fast-moving digital space. – Lílian Ertel, Head of Partnerships, Klaus

A Duo That Stands Out Among the Crowd

But here’s the thing — not all tools that offer both WFM and QA in one platform are created equal. In fact, many of them are clunky and not fully integrated, making it difficult to get a clear picture of team performance.

That’s where Assembled and Klaus stand out. Our seamless integration provides valuable insights that are easily accessible all in one dashboard. QA data sits alongside WFM data, making it easier than ever to identify trends and patterns.

What does this mean for the different members of the WFM organization? For managers, it means having a complete view of their team’s performance and the ability to make data-driven decisions that improve customer satisfaction.

For agents, it means getting feedback that helps them improve their skills and deliver better service. And for executives, it means having the insights they need to make strategic decisions that drive the business forward.

Assembled is dedicated to helping our customers build great support teams and deliver exceptional service.

Klaus is a valuable tool for any team that wants to improve its customer interactions, and we’re thrilled to be able to offer it as part of our integrated solution. Combined, support leaders gain a powerful tool for coaching and training teams to provide exceptional customer experiences.

This blog post has been re-published by kind permission of Assembled – View the Original Article

For more information about Assembled - visit the Assembled Website

About Assembled

Assembled Assembled is a Support Operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead. Leading brands use Assembled's workforce and vendor management capabilities to make optimal staffing decisions, gain visibility into performance and productivity, and unlock new ways to serve evolving customer needs.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Assembled

Published On: 17th May 2023 - Last modified: 23rd May 2023
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